Reverse Logistic Analyst

Job Description

Select how often (in days) to receive an alert: Your day in the life of a Reverse Logistics Analyst at Optus Be at the forefront of our outstanding support functions for retail outlets, direct customers, and corporate clients. Manage day-to-day after-sales customer service and outsourced vendor operations to ensure flawless execution and service quality. Serve as the senior contact for Business Channels, Customer Facing Units and Vendor Managed Teams, handling both in warranty and out of warranty activities with outstanding expertise. Coordinate the day-to-day management of Reverse Logistics and After Sales Customer Service functions and outsourced vendors, ensuring all tasks are completed flawlessly and according to set quality standards. Collaborate closely with internal and external stakeholders to successfully implement strategic goals and ensure seamless returns and service operations. Drive continuous improvement by developing strong business relationships with our outsourced service centre team, ensuring they strictly adhere to quality standards. Review, analyze, and report on performance metrics to successfully implement improvements and achieve set goals and important metrics. Provide high-level support for blocking issues, ensuring a positive customer experience and maintaining our world-class service standards. Coordinate the training and support for third-party agents, ensuring they're well-equipped with the latest process and product information. Your skills to pay the bills Strong background in supply chain and reverse logistics (desirable), with a proven track record of managing both operational and strategic functions in a fast-paced environment. Expertise in vendor management and stakeholder engagement, ensuring that outsourced services are delivered to world-class standards. Knowledge in consumer and manufacturer warranties, ACL and after sales support. Solid process and document writing skills. Experience in a customer facing or Customer Support role (desirable). Outstanding analytical skills with the ability to interpret and act on data to drive performance improvements. Strong communication and interpersonal skills to facilitate effective collaboration with internal and external teams. Demonstrated ability to manage and resolve high-level customer blocking issues, ensuring customer happiness. Ability to adapt to and implement change management processes effectively, ensuring seamless transitions and continuous service improvement. Perks we love at Optus Flexible work from home days each week. Inclusive paid parental leave, up to 14 weeks for the primary care giver. All Optus colleagues have access to resources, webinars and support via the ‘Parents at Work portal’. Own your own growth by accessing an extensive online and facilitator-led learning catalogue – even earn an MBA micro-credential via OptusU (University). Connect at work through our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals. Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office. Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit #J-18808-Ljbffr