Skills & Competencies for Returns Manager
Returns Manager job profile
Book a Demo and Receive a Sample Job ProfileJOB SUMMARY for Returns Manager
Responsible for the entire returns process.
JOB RESPONSIBILITIES for Returns Manager
Communicates the returns process with vendors, customers, and employees and manages employees involved in the returns process.
Returns Manager SALARY RANGE
BASE 50%
$63,146
TOTAL 50%
$68,735
Job Level
M01
Job Code
SM15000288
Education/Degree
Associate's Degree
Reports To
Head of a Unit/Department
Returns Manager Skills and Competencies List
8 general skills or competencies (Job family competencies) for Returns Manager
1
Job Family Competencies –
Customer Complaint Resolution
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Recommends innovative solutions to mitigate future complex complaints.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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2
Job Family Competencies –
Customer Escalation Management
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Knows how to use the escalation matrix to identify escalation level for resolution.
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Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
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Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
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Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
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Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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3
Returns Manager
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Manager
Proficiency Level - 4
5
Competency for -
Returns Manager
Proficiency Level - 5
8 soft skills or competencies (core competencies) for Returns Manager
1
Core Competencies –
Standard Operating Procedures (SOP)
Proficiency Level -4
Level 1 Behaviors
(General Familiarity)
Identifies our internal and external sources for the SOPs we need.
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Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
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Level 3 Behaviors
(Moderate Experience)
Maintains the accuracy of SOPs to provide consistent guidance in our workplace.
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Level 4 Behaviors
(Extensive Experience)
Leverages the use of SOPs to solve business and operation problems.
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Level 5 Behaviors
(Mastery)
Keeps abreast of industry regulation and its effect on our internal SOPs.
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2
Core Competencies –
Planning and Organizing
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
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Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
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Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
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Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
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Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
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3
Returns Manager
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Manager
Proficiency Level - 4
5
Competency for -
Returns Manager
Proficiency Level - 5
Summary of Returns Manager skills and competencies
There are 0 hard skills for Returns Manager..
8 general skills for Returns Manager, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Returns Manager, Standard Operating Procedures (SOP), Planning and Organizing, Judgment and Decision Making, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Returns Manager, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Planning and Organizing, and be skilled in Judgment and Decision Making.
8 general skills for Returns Manager, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Returns Manager, Standard Operating Procedures (SOP), Planning and Organizing, Judgment and Decision Making, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Returns Manager, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Planning and Organizing, and be skilled in Judgment and Decision Making.
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