Returns Analyst (12-Months)

At The Good Guys, we’re here to help families live better for less. Since 1952, we’ve been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.

We offer the best value, world-class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Good Guys Commercial.

Great careers start at The Good Guys – begin your journey with us today.

Why join The Good Guys?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

As the Returns Analyst within the Customer Solutions -Post Sales Support team, you will be responsible for improving the Gold Service Extras program's efficiency and reduce claims costs by investigating charges, identifying and sharing process breakdowns and holding internal and external stakeholders to account where costs are not warranted.

Key responsibilities include, but are not limited to:

• Reconciling, analysing, and investigating all Gold Service Extra (GSE) repair and replacement costs to ensure costs are valid.
• Seeking reversal of claims from vendors where their claim rejection is not warranted or unreasonable. This includes investigating case history where relevant, preparing and issuing appropriate communication to vendors and following up in a timely manner.
• Seeking underwriter support where underwriter costs are incorrectly incurred by Gold Service Extras.
• Where reversing a claim rejection is approved, supporting the processing of that reversal and where not approved report log and escalate as required to drive vendor or process improvement.
• Identifying internal processing errors and ensure internal stakeholders are held to account, including where appropriate, recovery of costs incorrectly incurred by Gold Service Extras.
• Where possible, identify and arrange reprocessing of cases and claims to avoid costs being incurred by Gold Service Extras incorrectly.
• Identifying, investigating and seeking resolution to system or process errors that may result in avoidable Gold Service Extras costs. This includes Customer Experience, Reverse Logistics, Supply Chain, POS, CRM, and Accounts.
• Collaborating with key stakeholders where system and process improvements may reduce systemic issues identified.
• Preparing and presenting reporting to key stakeholders illustrating the sources of Gold Service Extras claim costs and achievements in reducing those costs.

To be successful in this role, you will have:

• Proficiency in financial and data analysis, including excel and other reporting tools.
• Experience in reverse logistics and/or vendor management
• Retail/Supply Chain experience, preferred 

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!