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Key Responsibilities and Required Skills for Warehouse Returns Clerk

💰 $32,000 - $45,000

WarehouseLogisticsReverse LogisticsOperationsInventory Control

🎯 Role Definition

A Warehouse Returns Clerk (also called Returns Processor, RMA Clerk, or Reverse Logistics Associate) is responsible for managing the end-to-end returns lifecycle: receiving returned merchandise, verifying and documenting condition, processing refunds or repair authorizations, reconciling inventory, and coordinating disposal or restocking. This role requires strong attention to detail, experience with warehouse management systems (WMS), competence with barcode/RF scanning, and the ability to work collaboratively with customer service, quality, and operations teams to minimize cost and maximize recovery value.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Warehouse Associate or General Warehouse Worker
  • Shipping & Receiving Clerk
  • Customer Service / RMA Intake Representative

Advancement To:

  • Returns Supervisor / Reverse Logistics Supervisor
  • Reverse Logistics Coordinator / Analyst
  • Inventory Control Supervisor
  • Warehouse Lead / Operations Lead
  • Warehouse Manager or Reverse Logistics Manager

Lateral Moves:

  • Quality Inspector (Inspection & Testing)
  • Inventory Analyst / Stock Control Specialist
  • Shipping & Fulfillment Specialist
  • Customer Returns Specialist (RMA Specialist)

Core Responsibilities

Primary Functions

  • Receive and log customer and store returns into the Warehouse Management System (WMS) or ERP, ensuring RMA numbers, sales order references, and customer details are accurately captured for traceability.
  • Inspect returned items thoroughly to classify condition (new, resalable, defective, repairable, or scrap), documenting photos, serial numbers, and defect details to support disposition decisions.
  • Process RMAs (Return Merchandise Authorizations) including creating return documentation, updating status in CRM/WMS, and coordinating credit/refund requests with the finance or customer service teams.
  • Identify, tag, and segregate returned inventory by disposition type (restock, refurbish, warranty repair, recycle, or dispose) and move items to the correct zone within the warehouse.
  • Reconcile physical returns with inbound paperwork and system records, performing cycle counts and adjustments to ensure accurate inventory levels after returns processing.
  • Operate RF barcode scanners, label printers, packing stations, and other warehouse technology to scan, label, and track returned units throughout the reverse logistics flow.
  • Prepare and pack items returning to vendors or manufacturers for warranty repair or exchange, including proper documentation, shipping labels, and carrier coordination.
  • Coordinate with Quality Assurance and technical teams when returned products require in-depth testing, failure analysis, or root-cause investigation.
  • Execute disposition decisions for returned items under company policy — authorize restocking, refurbishment, repair, or disposal — and document justification for audit trails.
  • Create and maintain accurate returns logs and transaction records, ensuring all actions are traceable for audits and chargeback avoidance.
  • Process credits, refunds, or exchanges through the appropriate internal systems in coordination with accounting and customer service to ensure timely customer resolution.
  • Communicate proactively with customer service representatives and external customers regarding return status, expected refund timelines, or next steps for repairs and replacements.
  • Manage small-batch refurbishing activities: repackaging, minor repairs, testing, and ensuring refurbished goods meet resale quality standards.
  • Analyze returns data to identify common defects, high-return SKUs, and trends, escalating insights to operations and product teams to reduce future returns.
  • Follow OSHA and company safety rules during handling, lifting, and storage of returned merchandise, including hazardous materials handling and proper PPE usage.
  • Maintain organized, clean returns staging areas to support throughput and minimize processing delays or loss.
  • Rework or recondition returned items to meet outbound standards or prepare them for secondary channels such as outlet sales, refurbished inventory, or liquidation.
  • Support outbound refurbish or resale channels by coordinating with merchandising and e-commerce teams to move refurbished stock back to inventory for sale.
  • Perform palletization, shrink-wrapping, and staging of outbound vendor returns or scrap for carrier pickup, ensuring correct carrier manifests and paperwork.
  • Ensure compliance with environmental and disposal regulations when processing returns that must be recycled or destroyed, managing manifests or certificates of destruction when required.
  • Train and mentor junior returns staff or temporary associates on returns procedures, inspection criteria, and WMS workflows to maintain throughput and quality.
  • Maintain uptime of return-processing equipment by reporting malfunctions promptly and coordinating basic troubleshooting or service requests.

Secondary Functions

  • Provide ad-hoc returns reports and metrics (e.g., returns rate by SKU, recovery value, processing cycle time) to operations and management to support continuous improvement.
  • Participate in root-cause cross-functional meetings with customer service, product, and quality teams to reduce warranty claims and returns volume.
  • Assist with seasonal surges by supporting general warehouse receiving and putaway tasks when returns volume is low.
  • Help develop and document standard operating procedures (SOPs) for returns handling, inspection checklists, and disposition criteria.
  • Support reverse logistics projects such as vendor returns agreements, repair programs, and refurbishment workflows.
  • Collaborate with carriers and 3PL partners to validate returned shipments and resolve transit exceptions or carrier damage claims.

Required Skills & Competencies

Hard Skills (Technical)

  • Reverse logistics and returns processing: RMA intake, dispositioning, and vendor return coordination.
  • Warehouse Management Systems (WMS) and ERP experience (e.g., NetSuite, SAP, Oracle, Manhattan, or similar).
  • RF barcode scanner operation, label printing, and barcode/serial number tracking.
  • Inventory reconciliation, cycle counting, and stock adjustment procedures.
  • Basic quality inspection and product testing techniques; familiarity with inspection documentation.
  • Shipping and receiving fundamentals: packing, manifest creation, carrier scheduling, and freight labeling.
  • Microsoft Excel proficiency: VLOOKUP/INDEX, pivot tables, and basic data analysis for returns trends and reconciliation.
  • Knowledge of hazardous materials handling and disposal regulations (when applicable).
  • Familiarity with warranty processes, credit memo workflows, and refund processing.
  • Basic mechanical skills for minor repairs, rework, and refurbishment tasks.
  • Use of ticketing or CRM systems to coordinate case-based return activities and communications.
  • Barcode label design and printing tools; experience with thermal printers and label formats.
  • Forklift, pallet jack, and hand truck operation (certification preferred/where required).
  • Experience with disposition and liquidation channels (refurbish, resale, scrap).

Soft Skills

  • Strong attention to detail and accuracy — critical for condition grading, serial tracking, and inventory adjustments.
  • Clear written and verbal communication — coordinate with customer service, vendors, and carriers.
  • Analytical mindset — able to interpret returns data, identify trends, and recommend process changes.
  • Problem-solving and decision-making under ambiguity — determine disposition and escalate appropriately.
  • Time management and prioritization — balance fast-moving returns volumes with quality checks.
  • Team-oriented attitude — work cross-functionally and support seasonal staffing needs.
  • Customer-centric approach — handle sensitive customer return issues professionally and empathetically.
  • Ability to follow SOPs and contribute to continuous improvement initiatives.
  • Physical stamina and dexterity for repetitive lifting, scanning, and sorting tasks.
  • Adaptability to changing processes, product lines, and systems upgrades.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED.

Preferred Education:

  • Associate degree or certificate in Logistics, Supply Chain Management, Business Administration, or a related field.

Relevant Fields of Study:

  • Supply Chain Management
  • Logistics and Distribution
  • Business Administration
  • Industrial Engineering
  • Operations Management

Experience Requirements

Typical Experience Range: 1–4 years of warehouse or returns/reverse logistics experience.

Preferred:

  • 2+ years specifically handling returns, RMAs, or reverse logistics functions.
  • Prior experience with WMS/ERP systems and RF scanning in a warehouse environment.
  • Experience working in retail, e-commerce, electronics, or consumer goods returns environments.
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