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%
$60,927
TOTAL 50%
$66,329
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 reasons and factors behind customer complaints.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
See 4 More Skill Behaviors
2
Job Family Competencies –
Customer Escalation Management
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer escalation management in ensuring positive customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
See 4 More Skill Behaviors
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)
Discusses the considerations and concerns on applying SOP for the first time.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
See 4 More Skill Behaviors
2
Core Competencies –
Planning and Organizing
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Documents best practices in planning and organizing work to address important tasks.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Discusses the positive and negative outcomes of planning and organization in the workplace.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Helps set up new practices to anticipate and address the needs of planning and organization initiatives.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates the adoption of advanced tools to streamline the process of planning and organization.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops best practices in planning and organizing activities to improve organizational efficiency.
See 4 More Skill Behaviors
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.
It's Easy to Get Started
Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.