Returns & Closeout Coordinator

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us. 

Job Title: Returns & Closeout Coordinator

Reports to:  Sr. Manager, Customer Excellence

Location:  Remote CO

The Role

• Manages Wholesale Returns processes and Closeout Orders for all NA Brands.
• Executes end-to-end management of Closeout Orders for all NA Brands in partnership with Commercial teams, and in line with Quarterly Guidance and Customer Requirements
• Creates and maintains documentation of Closeout Order policies and best practices.
• Drives internal alignment by enforcing Returns policies and procedures across teams and communicates timely updates on Returns Processing to stakeholders.

• Partners with teams at multiple in-house Distribution Centers (DCs) and a 3rd Party warehouse to manage Returns and Closeouts.

• Facilitates continuous improvement for short shipment and credit memo processes with CE team and cross-functional partners.

We celebrate diversity--of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Your Impact

Returns

• Serve as the subject matter expert for returns systems and processes.
• Manage and audit Returns Inboxes for approval emails and DC communications.
• Utilize Tableau for reporting and auditing returns.
• Own and maintain the Return Modifications Log, addressing open items, RMAs on hold, and alternate RMA requests.
• Lead weekly meetings with Returns Departments at each DC, partnering with CFS and IT to review current state of returns processing and action plans.
• Compile and distribute a monthly Returns Processing Status Update email to all NA DCs, CE Distro, and relevant stakeholders.
• Present Returns Processing Status and updates at the monthly Operations Meeting.
• Act as a liaison between CE and DC Returns teams for urgent RA processing and ensure clear communication on open items, with follow up to close the loop.
• Research and create RA’s for open issues in the Mod/Refusal Log, ensuring resolution and accuracy of credit.
• Research and create RA’s for unassigned House Accounts, tracking their resolution.
• Regularly audit CE compliance with Return Authorization Approval LOAs for all brands and report on any missing approvals to Leadership.
• Work with the Audit team to provide documentation for approved RAs.
• Maintain organized documentation of approvals via Returns Inbox and B2B.
• Support initiatives in Global Returns Project and rollout of any changes to reporting + CE Returns OM processes

Closeouts

• Serve as the subject matter expert for Closeouts process: utilizing DOE, Oracle, SOMT to ensure accuracy and timely completion.
• Partner with Commercial teams & DCs across all brands to execute and deliver Closeouts in line with quarterly guidance and customer requirements
• Utilize Tableau for reporting and auditing Closeouts for all Brands.
• Create & Maintain SOP on Closeout Processes & Best Practices
• Maintain organized documentation of approvals via Closeout Inbox.

Credit Memo and Short Shipment Continuous Improvement

• Conduct meetings with CE Leadership to identify needs and gaps, and create action plans based on gathered data for Short Shipment Process and Credit Memo Process.
• Create and continuously improve documented SOPs for Credit Memos, and Short Shipment Process.
• Report out Quarterly Short Shipment Credits vs LY.
• Partner with CFS to update and audit Credit Memo approval flow and follow up on aging credit memos pending approval.

Who You Are

• Thrives in a Remote role and enjoys the pace of a dynamic, ever-changing industry  

• Ability to quickly adapt and learn new systems  

• Ability to explain unfamiliar processes or findings to new audiences in a clear and effective way 

• Highly motivated team player who values relationships and can effectively drive results  

• Ability to pivot quickly and self-manage multiple priorities at once  

• Levelheaded decision maker who knows when to ask for help  

• Takes timely action and regularly adheres to deadline