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Returns Team Manager

4 months ago

Chicago, United States Cisco Full time

Must be local to Chicago, IL, Austin, TX, or Research Triangle Park, NC , and come into the office 1x a week.

As the leader in cloud-managed IT, Cisco Meraki connects passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters. 

Our employees fuel the magic of the Meraki community. They have fostered an environment that empowers Merakians to challenge limits, embrace risks, and assist our customers in pursuing their missions. 

Our guiding principles are rooted in our four core values: 'care deeply,' 'everybody in,' 'simplify everything,' and 'be brave.' These pillars have propelled us to the forefront of cloud-managed

Cisco Meraki is seeking a hard-working and collaborative Returns Specialist to join our Operations team in our Chicago office

As the fastest-growing cloud-managed networking team in the world, Meraki's products, and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality We also understand that by simplifying powerful technology we can free passionate people to focus on their mission.

Are you ready to join the team?

You:

As our Returns Team Manager, you will oversee a team of supervisors and Returns Specialists, and provide leadership and direction while improving, developing, and maintaining returns processes. You will be accountable for ensuring that the team SLAs are being met on a regular basis, and monitoring the metrics to evaluate team and individual performance. To be successful in this role, you will need an understanding of the order/product lifecycle as well as the crediting and warranty processes for our customers. You will work with developers and project managers to streamline workflows, help develop and train team supervisors, work cross-functionally with your peer managers to resolve issues, and be an advocate for your team.

What You Will Do:

●Manage and provide support to a team that consists of Returns Specialists, Returns Team Supervisors, Returns Team Trainer &Warranty Process Coordinator

o1:1s, Team Meetings, Workload management/performance evaluation, Career Development

●Ensure that SLAs are being met for various team managed tasks; handle escalations and troubleshoot issues with urgency

●Collaborate with our distribution centers to build/update SOPs and ensure policies/processes are being followed

●Communicate with the Meraki TAC (Customer Support) organization around delays or warehouse closures that may affect warranty replacement deliveries. Collaborate with TAC leadership to streamline processes and work through escalations.

●Propose, drive and collaborate on projects with PMs, developers and internal SMEs to increase efficiency on Returns processes

●Provide input and feedback as a stakeholder/SME on cross functional projects/policies

Requirements and Qualifications:

●  Must be local to Chicago, IL, Austin, TX, or Research Triangle Park, NC , and come into the office 1x a week.

●Bachelor's degree + 10 years of related experience, with 3-4 years of supervisory experience

●Extraordinary analytical and critical thinking skills, experience with working under tight deadlines and executing tasks with urgency

●Experience with CRM and ERP software (Salesforce and Dynamics GP or Oracle preferred); basic knowledge of Microsoft Excel and SQL queries

● Demonstrable ability to lead effectively in a changing, rapidly growing environment