Skills & Competencies for Returns Supervisor
Returns Supervisor job profile
Book a Demo and Receive a Sample Job ProfileJOB SUMMARY for Returns Supervisor
Supervises the receipt of goods for return and coordinates return of goods to vendors.
JOB RESPONSIBILITIES for Returns Supervisor
Handles defective, discontinued or recalled goods and destroys returned goods as appropriate. Ensures the returns process follows appropriate procedures and maintains documents as necessary.
Returns Supervisor SALARY RANGE
BASE 50%
$58,929
TOTAL 50%
$62,236
Job Level
M00
Job Code
SM15000287
Education/Degree
Associate's Degree
Reports To
Manager
Returns Supervisor Skills and Competencies List
8 general skills or competencies (Job family competencies) for Returns Supervisor
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 Supervisor
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Supervisor
Proficiency Level - 4
5
Competency for -
Returns Supervisor
Proficiency Level - 5
10 soft skills or competencies (core competencies) for Returns Supervisor
1
Core Competencies –
Key Performance Indicators (KPI)
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Explains the benefits and risks of using KPIs.
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Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
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Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
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Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
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Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
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2
Core Competencies –
Planning and Organizing
Proficiency Level -3
Level 1 Behaviors
(General Familiarity)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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3
Returns Supervisor
- Skill and Competency
Proficiency Level - 3
4
Skill and Competency -
Returns Supervisor
Proficiency Level - 4
5
Competency for -
Returns Supervisor
Proficiency Level - 5
Summary of Returns Supervisor skills and competencies
There are 0 hard skills for Returns Supervisor.
8 general skills for Returns Supervisor, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
10 soft skills for Returns Supervisor, Key Performance Indicators (KPI), Planning and Organizing, Conflict Resolution, etc.
While the list totals 18 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 Supervisor, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Planning and Organizing, and be skilled in Conflict Resolution.
8 general skills for Returns Supervisor, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
10 soft skills for Returns Supervisor, Key Performance Indicators (KPI), Planning and Organizing, Conflict Resolution, etc.
While the list totals 18 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 Supervisor, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Planning and Organizing, and be skilled in Conflict Resolution.
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