Job Description

The Reverse Logistics Technician is responsible for the collection and processing of IT hardware locally and remotely. This role is responsible for communicating with active and terminated employees, 3PL’s, and other 3rd party companies to drive asset collection.

The ideal candidate will possess strong analytical and customer service skills, business acumen and a capacity to dive deep to solve complex problems. The candidate must be a self-starter and be able to execute at both a tactical and strategic level with a strong attention to detail.

Responsibilities

• Communicates with end users and cross functional team members through chat, email, and ServiceNow
• Works with 3PL’s to coordinate recoveries
• Updates tickets with current progress
• Maintains and compiles data necessary for routine reporting and analysis
• Identifies and clearly articulates any variances or blockers to leadership
• Updates inventory management systems to accurately reflect an asset’s current status
• Receives and updates hardware in asset management systems
• Processes asset for retain hold or legal hold as needed
• Escalates unrecoverable assets pre designed processes
• Reports and manages lost/stolen devices per process guidelines
• Wipes user data from previous users on the returned assets
• Sends assets to repair vendors as needed
• Manages ticket queue and backlog
• Assists with team task backlog and escalations, when able
  
  

Qualifications

• Strong Customer Service Skills
• Excellent analytical and communication skills
• Familiarity with forward and/or reverse logistics processes
• Problem-solving aptitude
• Familiarity with ServiceNow and Jira a plus
• HS Diploma or GED
• 2+ years of experience as a Logistics Analyst, Logistics Coordinator or similar role
• Ability to work in a deadline-driven work environment; ability to re-prioritize on a regular basis in order to remain current with business needs
• Self-motivated; ability to handle multiple responsibilities under limited supervision