About the position
Job Title: Returns Administrator
Job Purpose
The Returns Administrator is responsible for managing and processing all customer return claims from initial receipt through to final resolution and credit processing. The role ensures that returns are handled accurately, efficiently, and in accordance with company policies, while maintaining clear communication with customers and internal departments.
Key Responsibilities
- Customer Returns Administration
- Receive and review customer return claims via email, system submissions, or customer service requests.
- Verify return requests against company return policies and sales documentation.
- Capture and log return requests accurately on the company system.
- Issue return authorizations where applicable.
- Coordinate the collection or receipt of returned goods from customers.
- Ensure returned stock is correctly booked into the warehouse or returns area.
- Verify quantities, product condition, and reason for return.
- Liaise with warehouse staff to confirm physical receipt of returned items.
- Investigation and Validation
- Investigate reasons for returns such as damages, incorrect supply, expired products, or customer errors.
- Work with sales, warehouse, and logistics departments to resolve discrepancies.
- Maintain documentation and supporting evidence for all returns.
- Prepare and submit credit requests based on approved returns.
- Ensure credits are processed accurately against the correct customer account.
- Follow up with finance/accounts to ensure timely processing of credit notes.
- Communication and Customer Service
- Provide feedback and updates to customers regarding the status of their return claims.
- Maintain professional communication with customers and internal departments.
- Resolve return-related queries in a timely and efficient manner.
- Record Keeping and Reporting
- Maintain accurate records of all returns, credits, and related documentation.
- Track return trends and report recurring issues to management.
- Assist with monthly reporting on returns volumes, values, and reasons.
- Compliance and Process Improvement
- Ensure all returns are processed according to company policies and procedures.
- Identify areas for improvement in the returns process and recommend solutions.
- Support audits by providing documentation related to returns and credits.
Key Skills and Competencies
- Strong administrative and organizational skills
- High level of attention to detail and accuracy
- Good problem-solving and investigative skills
- Strong communication and customer service skills
- Ability to work with multiple departments
- Proficiency in Microsoft Office and ERP systems
Minimum Requirements
- Grade 12 / Matric
- 2–3 years’ experience in an administrative role, preferably in returns, logistics, customer service, or warehouse administration
- Experience in a wholesale or retail distribution environment advantageous
- Experience with ERP or inventory management systems beneficial
Key Performance Indicators (KPIs)
- Turnaround time on return claims
- Accuracy of return processing and credit notes
- Resolution rate of return queries
Job Title: Returns Administrator
Job Purpose
The Returns Administrator is responsible for managing and processing all customer return claims from initial receipt through to final resolution and credit processing. The role ensures that returns are handled accurately, efficiently, and in accordance with company policies, while maintaining clear communication with customers and internal departments.
Key Responsibilities
- Customer Returns Administration
- Receive and review customer return claims via email, system submissions, or customer service requests.
- Verify return requests against company return policies and sales documentation.
- Capture and log return requests accurately on the company system.
- Issue return authorizations where applicable.
- Coordinate the collection or receipt of returned goods from customers.
- Ensure returned stock is correctly booked into the warehouse or returns area.
- Verify quantities, product condition, and reason for return.
- Liaise with warehouse staff to confirm physical receipt of returned items.
- Investigation and Validation
- Investigate reasons for returns such as damages, incorrect supply, expired products, or customer errors.
- Work with sales, warehouse, and logistics departments to resolve discrepancies.
- Maintain documentation and supporting evidence for all returns.
- Prepare and submit credit requests based on approved returns.
- Ensure credits are processed accurately against the correct customer account.
- Follow up with finance/accounts to ensure timely processing of credit notes.
- Communication and Customer Service
- Provide feedback and updates to customers regarding the status of their return claims.
- Maintain professional communication with customers and internal departments.
- Resolve return-related queries in a timely and efficient manner.
- Record Keeping and Reporting
- Maintain accurate records of all returns, credits, and related documentation.
- Track return trends and report recurring issues to management.
- Assist with monthly reporting on returns volumes, values, and reasons.
- Compliance and Process Improvement
- Ensure all returns are processed according to company policies and procedures.
- Identify areas for improvement in the returns process and recommend solutions.
- Support audits by providing documentation related to returns and credits.
Key Skills and Competencies
- Strong administrative and organizational skills
- High level of attention to detail and accuracy
- Good problem-solving and investigative skills
- Strong communication and customer service skills
- Ability to work with multiple departments
- Proficiency in Microsoft Office and ERP systems
Minimum Requirements
- Grade 12 / Matric
- 2–3 years’ experience in an administrative role, preferably in returns, logistics, customer service, or warehouse administration
- Experience in a wholesale or retail distribution environment advantageous
- Experience with ERP or inventory management systems beneficial
Key Performance Indicators (KPIs)
- Turnaround time on return claims
- Accuracy of return processing and credit notes
- Resolution rate of return queries
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Desired Skills:
- credit processing
- returns processing
- record keeping
