Returns Operations Coordinator - #35359

Company Profile:

Our client helps ecommerce brands fulfil and ship globally. The company was built on more than 10 years of experience operating its own direct-to-consumer (DTC) brand, which eventually generated over $50 million in annual revenue.

To address the challenges of a slow supply chain, the client built its own fulfilment centre in Shenzhen, China. This allowed the company to purchase only the inventory needed and ship orders to customers worldwide with a domestic shipping experience.

The approach improved cash flow, reduced wasted inventory, and provided customers with branded, high-end packaging.

Our client later opened its supply chain to other brands, allowing it to focus on helping founders and entrepreneurs transform their businesses through more efficient fulfilment and global shipping.

The company works with ecommerce merchants and a network of fulfilment and returns-processing partners across multiple locations. Its operations include international order fulfilment, returns coordination, and logistics support.

Overall purpose and responsibilities of the role:

As Returns Operations Coordinator, you’ll own the returns experience for our merchants. You’ll set up and maintain their returns programs, get returned inventory where it needs to go, and find ways to lower their costs along the way.

You’ll also help merchants with fast fulfilment setup and order issues, so you’ll work across operations, finance, and our partner network. The role suits someone who enjoys solving practical logistics problems and building strong merchant relationships.

Must-have Skills / Qualification:

• 3+ years of experience in returns, reverse logistics, fulfilment, or ecommerce operations. Candidates from freight forwarding, international logistics, traditional logistics or shipping companies, and 3PL operations may also be considered, even without direct returns-management experience or ecommerce and cross-border fulfilment experience.
• Systems experience: Hands-on experience with returns-management or warehouse software, and the ability to learn new partner platforms quickly.
• International shipping knowledge: Working knowledge of international shipping and freight.
• Analytical skills: Strong analytical skills, confidence in Excel or Google Sheets, and the ability to analyse return volumes and costs to recommend improvements.
• Attention to detail: High attention to detail, especially with account data and invoicing.
• Communication skills: Clear, customer-focused communication with merchants, partners, and internal teams.
• Independent work: Ability to manage multiple merchants and priorities independently.
• English proficiency: Fluent English.

Nice-to-Have Qualifications

• Customs knowledge: Working knowledge of customs procedures. Training can be provided during the candidate’s initial period.
• Shipment consolidation: Experience with carton or pallet consolidation.
• Relevant industry experience: Experience at a 3PL, cross-border fulfilment provider, or direct-to-consumer (DTC) brand.
• Ecommerce systems: Familiarity with Shopify and ecommerce order management systems.
• International collaboration: Experience working across time zones with distributed teams.
• Mandarin: Mandarin language skills are an advantage but are not required.

Duties and Responsibilities:

Set up merchant returns programmes

Onboard and support merchants returns. Explain the returns service, share the online form and introductory information, collect the details needed to configure the service, and create, update, and maintain complete and accurate account configurations in partner returns-management software and the client’s platform.

Coordinate partner activation

Submit the required setup information to the relevant return-processing partners, follow up on status, and confirm when the account or service is live. Provide updates on merchant setups.

Coordinate return shipments

Help merchants prepare and ship cartons and pallets of returned goods back to the country of origin or to other designated locations. Coordinate with existing return-processing and logistics partners, including support for consolidating returns into bulk shipments when sufficient volume is available.

Monitor return locations and inventory

Review return-facility and inventory information, identify idle stock or location-related issues, and help determine suitable return-facility options based on the merchant’s requirements and available processing coverage.

Analyse and optimise returns flows

Analyse merchants’ return volumes across collection points and locations, use volume and cost data to identify opportunities, and recommend improvements to outbound processing that reduce merchants’ costs.

Prepare returns invoicing

Review invoices received from processing partners and prepare monthly invoices and breakdowns for each merchant. Check that returns activity is billed accurately and on time, coordinate with the finance team, and use JIRA as part of the current invoicing workflow. The process is currently manual.

Support fulfilment and order issues

Help merchants set up fast fulfilment, track orders, and resolve order issues quickly.

Report and collaborate

Share returns metrics and relevant updates with Adar, and work with merchants, return-processing partners, finance, logistics, and other internal teams. Communication with merchants and partners is primarily by email and may span the US, UK, Europe, and Australia.

Full-time Employment

Remote

Dayshift