Specialist - B2B Customer Service, Returns (1 year contract)

Team for Career Site

Customer Service

In short

We're looking for a highly organized, process-driven, and collaborative Returns Specialist to join our growing Account Services team. In this role, you'll take ownership of our B2B returns operations, acting as the subject matter expert and day-to-day lead for all return-related workflows. You'll work closely with our external BPO team, as well as internal partners across Logistics, Sales, and Tech, to streamline operations, improve visibility, and enhance the customer experience.
If you're passionate about operational excellence, love building scalable processes, and thrive on collaboration - this role is for you.

Your mission

Returns Process Expertise:
- Own and continuously improve the end-to-end B2B returns process from an Account Services perspective.
- Act as the central point of contact for all internal teams (Sales, Logistics, IT, etc.) regarding returns workflows.
- Identify opportunities for process simplification, automation, and documentation.
- Ensure returns are handled in line with SLAs, balancing customer needs and operational feasibility.

BPO Team Leadership & Performance:
- Serve as the operational lead for the BPO team handling B2B returns.
- Manage BPO performance through KPIs, regular check-ins, and quality audits.
- Lead onboarding, training, and day-to-day support to ensure consistency and high standards.
- Troubleshoot escalations and coordinate with internal teams for resolution.

Process & Data Governance
- Monitor key returns metrics: volume, resolution time, customer feedback, and root causes.
- Work with Tech and Data teams to ensure system flows are accurate and up-to-date (ERP/CRM).
- Keep documentation current and accessible to regional teams.

Cross-Functional Collaboration
- Partner with Sales, Logistics, and Finance to ensure alignment across the full returns journey.
- Contribute to strategic projects (e.g., return-to-stock optimization, sustainability, tech integrations).
- Represent Account Services in regional or global returns forums.

Your story

- Experience in operations, supply chain, or customer service, ideally in B2B or wholesale.
- Strong understanding of returns management and reverse logistics.
- Experience managing third-party vendors or BPO partners.
- Clear communicator and strong collaborator across departments and geographies.
- Comfortable using Excel, ERP/CRM systems, and working with data.
- Naturally process-oriented, with a focus on continuous improvement.
- Experience with Microsoft D365, Salesforce, or similar tools.
- Familiarity with scaling shared service models or supporting outsourcing transitions.
- Background in sports, fashion, or consumer goods industries preferred.

Meet the team

You'll be part of the Account Services Enablement team, working cross-functionally to ensure our returns processes are efficient, transparent, and aligned with service expectations. You'll collaborate closely with internal teams and lead our partnership with the BPO handling returns - acting as the go-to person for all things B2B returns-related.