Job zoom: After-sales and returns manager
"My missions are diverse and varied, my days are never the same!"
Virginie, after-sales and returns manager at Logisseo
The after-sales and returns manager is one of our customers' direct contacts. He or she is responsible for listening to and studying customer requests, then finding the most appropriate solution to their problem. Their main objective is to ensure customer satisfaction.
They also deal with carriers in the event of a dispute, and are responsible for resolving them as quickly as possible.
Duties of the after-sales and returns manager
At Logisseo, this job involves 2 different subjects, but relatively close in terms of skills and service. The after-sales service mainly responds to problems linked to transport, or, less frequently, to an order; the returns section concerns orders returned to the warehouse, either because they have not been collected by the purchasers, or simply because the consumer has retracted his order.
With his after-sales service hat on, the after-sales and returns manager' s role is to maintain good relations with customers and resolve any disputes. To do this, he/she regularly exchanges e-mails with customers, so as to remain attentive to their needs and be as responsive as possible in the event of a problem. He gathers all requests before processing them, paying particular attention to each one.
He or she is also responsible for notifying carriers in the event of lost, damaged or delayed packages, etc. In this context, he or she closely monitors the progress of the claim and checks that the amounts reimbursed are indeed correct.
The after-sales and returns manager also keeps an eye on preparation errors: this could be a missing product in a parcel, or an incorrect address on the label (at Logisseo, these represent less than 1% of all prepared orders!)
When there are preparation errors, the after-sales and returns manager investigates and resolves them as quickly as possible. To reduce errors as much as possible, he or she keeps a record of them and informs the teams, thus enabling them to point out any errors that are too frequent.
In his role as returns manager, he ensures that each return is handled on time and according to the required specifications.
The skills required to be a good after-sales and returns manager
To qualify for the position of After-Sales and Returns Manager, certain skills are required to meet the various needs of the job:
- Curiosity
- Dynamism
- Proficiency in Excel
- Organization
- Perseverance
- Rigor
- Sense of service
What are the training and qualifications required to become an after-sales and returns manager?
The job of after-sales and returns manager can be acquired through training. Specializations may include customer relations, marketing techniques or maintenance.
The most important thing to remember is that the field is one of the best places to learn. Indeed, the missions of this profession can evolve according to the company's sector of activity.
So it's a good idea to immerse yourself in real-life conditions!
The CSR aspect of the after-sales and returns manager's job
In keeping with the company's identity and values, an after-sales and returns manager has a duty to participate in the deployment of the CSR approach, just like his or her colleagues on the platform. For example, they must manage returns in such a way as to optimize the number of journeys made, and thus reduce the pollution generated. In addition, by identifying preparation errors, the after-sales and returns manager minimizes waste due to unnecessary use of resources.
The example of Virginie, after-sales and returns manager at Logisseo
Virginie has been with Logisseo since 2020. Before joining the logistics team, she worked in the retail sector.
She didn't take up the position of returns and after-sales service manager as soon as she arrived: she started out as an order picker, then as a receiving operator. She then took over returns management while continuing her duties as an operator, and was eventually promoted to full-time returns and after-sales manager in September 2023.
Virginie's advice for managing your day-to-day life? Thinking and patience, skills that will be real allies in getting the job done!
What she likes most about her job: being in charge of a wide variety of assignments, which makes every day different from the last!
Now you know everything there is to know about the job of after-sales and returns manager! To find out more about the day-to-day life of a logistics company, follow us on LinkedIn or Instagram.