WARRANTY & RETURNS ADMINISTRATOR

Product Quality Analyst

Salary: £25,000 - £27,000 per annum

Location: Poole, Dorset

Hours: Monday - Thursday 8.00am - 5.00pm, Friday 8.00am - 4.00pm

Contract: Full Time, Permanent

Our client pioneers inventive products crafted for enduring quality. They seek an experienced Warranties and Returns specialist to support the Product team by analysing and processing quality and returns data to resolve customer queries and feedback improvements into the product development cycle.

You'll play a key role in ensuring product quality, minimising returns, and incorporating customer feedback into product development.

Main Responsibilities

• Be the champion of product returns - manage the process for National accounts and identify opportunities to minimise them.
• Partner with our China team to resolve product issues identified during inspection.
• Become the voice of the customer by resolving queries and issues on websites and portals.
• Work hand-in-hand with the product team to continuously improve product design and functionality.
• Analyse product inspection reports, extract key data, and update internal systems for better decision-making.
• Collaborate with product developers, providing insights from QA findings to drive product improvements.
• Keep everyone informed - communicate with factories and the China team through emails and regular video meetings.
• Partner with the warehouse to ensure smooth product flow, address QA procedures, and manage quarantine & rework processes.
• Investigate customer concerns and complaints - provide prompt and professional answers on online portals and via emails.
• Be a team player with the ability to work independently to achieve set goals.
• Maintain accurate database records and keep internal & customer systems up-to-date.
• Build strong relationships with customer QA contacts.
• Support the product developer and product team in any way needed.
• Deliver high-quality work, meeting deadlines consistently.

To be successful as a Warrant & Returns Administrator, you need to have the following skills/experience:

• Proficient in Outlook and Excel
• Good oral and written communication skills
• Confidence in communicating with external customers and internal stakeholders
• Previous experience of working with product - not specifically lighting.
• Strong attention to detail and ability to produce accurate work.
• Willingness to learn and adapt
• Organised approach

In return for your hard work and commitment, our client offers great benefits, including:

• Great team culture, within a supportive, stable and progressive business.
• Competitive holiday allowance.
• Pension scheme.
• Free parking.
• External benefits and reward scheme.
• Generous staff discount.