Support daily RMA operations both internally and externally (repair centers)
Manage RMA support agents with ticket handling and escalations - Including handling support tickets directly yourself
Identify operational bottlenecks and implement scalable efficiencies to improve RMA operations
Ensure quality feedback loop is upheld by sharing RMA data with internal teams for root cause analysis on field issues (particularly after new product launches)
Monitor inventory and create action plans (refurbish, scrap, recycling, etc) to optimize stock health and recover value
Implement automation where possible with manual processes exist today
Manage the Return-to-vendor (RTV) process for products with manufacturing issues
Serve as the primary liaison for US-based 3PL partners, overseeing daily B2C and B2B fulfillment activities and supporting overseas 3PLs as needed
Monitor sales order transmission, managing and resolving fulfillment errors, determining root cause, and overseeing corrective action
Provide operational support to internal partners in Customer Support, and B2B Teams by fielding logistics questions, working alongside them to ensure a positive customer experience
Audit and maintain ERP as Framework’s single source of truth for inventory, receipts, fulfillments, returns, and other transactional records
Proactively monitor order transmissions, with inventory counts, analysis, and shared inventory snapshot reporting, resolving fulfillment errors and implementing corrective actions to prevent recurrence
Collaborate with Supply Chain, Marketplace, and Customer Support on inventory to monitor and maintain healthy stock levels across locations
Oversee in-transit shipments, coordinating with carriers to resolve customs/clearance delays and ensuring all documentation is compliant and timely

Requirements

Excellent communication skills, with fluency in English
Experience in E-commerce 3PL based fulfillment and logistics
1+ years with reverse logistics and returns processes for B2C e-commerce
3+ years of experience in global shipping
3+ years of experience in consumer electronics or similar regulated industries
Working knowledge of Google Workspace, relational databases and ERP systems (e.g. SAP or Netsuite)
Experience in customs clearance, tariffs, and duties
Experience booking and managing shipments
Experience in data mining, analysis and reporting

Benefits

Competitive salary, equity, and health benefits
Paid company holidays plus 20 PTO days per year
Paid Parental Leave
Flexible work hours and locations, including every other Friday off!
401K with matching for US employees

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

reverse logisticsreturns processesglobal shippingcustoms clearancetariffsdata miningdata analysisreportinginventory managementfulfillment error resolution

Soft Skills

communication skillsproblem-solvingcollaborationcustomer experience focusleadershiporganizational skillsanalytical thinkingattention to detailscalability implementationfeedback management