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)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
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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)
Defines escalation management guidelines to determine the level of customer service needed.
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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)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
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Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
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Level 3 Behaviors
(Moderate Experience)
Ensures internal SOPs are in compliance with industry standards and regulations.
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Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs to ensure our SOPs are fully communicated and adhered to.
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Level 5 Behaviors
(Mastery)
Champions the adoption of SOP to foster efficiency and consistency.
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2
Core Competencies –
Planning and Organizing
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization 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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