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)
Explains the flow of the customer complaint process from intake to customer resolution.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
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Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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2
Job Family Competencies –
Customer Escalation Management
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Discusses the proper workflow in managing the customer escalation process.
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Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
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Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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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)
Modifies SOPs accordingly to reflect changes in our business practices and policies.
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Level 4 Behaviors
(Extensive Experience)
Optimizes the current SOP development and implementation processes.
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Level 5 Behaviors
(Mastery)
Leads cross-functional efforts to develop and implement SOPs across our organization.
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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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