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In my role as head of the returns department at LG Electronics SA I was responsible for the overall defective returns process - from customer claim, through the reverse logistics chain until resale of sub-grade goods. Volume handled was approximately 3,000 units per month. Key areas of responsibility included:- Overseeing the Return for Credit team (1 supervisor & 5 claims clerks). This team was responsible for capturing & initiating credit claims received from customers by fax, email etc. as well as handling the admin component of all subsequent processes. - Overseeing the collection of all claimed units from customer premises & return to LG warehouses in JHB, CPT & DBN (operational issues handled by a co-ordinator who reported directly to me)- Directly managing LG Defective Return Warehouse (10 warehouse staff) in JHB & supporting the CPT & DBN warehouses. Warehouses were responsible for receiving & inspection of returns &, after credit is passed, despatch of products to seconds dealers.- Analysis of units being returned by model / store etc to ensure unnecessary claims & returns are kept to a minimum.- KPI management & reporting results to top management

In my role as head of LG Parts Department I was responsible for the purchasing, importation, storage & distribution of all spare parts for all LG products in Southern Africa. Key areas of responsibility included:- Predicting demand for spare parts for all consumer products supplied by LG Electronics S.A.- Setting minimum, maximum & re-order levels for spare parts.- Maintaining adequate stock levels to ensure immediate fill rate targets are kept.- Ordering of spares from Overseas Branches and local suppliers.- Reconciling arrivals against orders and inspecting goods for suitability.- Overseeing of binning, storage and dispatch of spares.- Ensuring that repairs awaiting spares and back-orders are kept to a minimum.- Managing a staff complement of 8 permanent & 7 temporary workers (including 1 supervisor)- Controlling the distribution of spares to local branches & service agents, as well as agents in Namibia, Zambia, Botswana, & Swaziland.- Overall control of LG Parts Inventory.- Preparing management reports on departmental performance / KPI’s

Responsible for all support services including:- Invoicing- Deliveries- Warehouse / Stock Control- Building & Vehicle Maintenance- Supervised Service & Parts Function