Returns Analyst

About The Good Guys

The Good Guys, established in 1952, is dedicated to helping families live better for less by providing outstanding deals and expert advice across home appliances and consumer electronics. Operating over 100 stores alongside a commercial division, the company prides itself on world-class brands, exceptional customer support, and a commitment to sustainability and community impact.

Why Work With Us?

• Dynamic and diverse workplace valuing innovation and creativity.
• Competitive pay packages that may include sales commissions and incentives based on role.
• Career progression and comprehensive development programs through the JB Hi-Fi Group network.
• Generous employee discounts and exclusive benefits via the Beny app.
• Paid parental leave and flexible work arrangements for qualifying roles.
• Support resources including an Employee Assistance Program.
• Active involvement in charitable initiatives and sustainability goals targeting net zero carbon emissions by 2030.

Role Overview

As a Returns Analyst in the Customer Solutions – Post Sales Support team, you will enhance the efficiency of the Gold Service Extras (GSE) program by meticulously examining repair and replacement costs, investigating claims, identifying procedural weaknesses, and holding relevant parties accountable to minimize unwarranted expenses.

Key Responsibilities

• Analyze and reconcile all GSE repair and replacement costs for validity.
• Engage with vendors to reverse unjustified claims by reviewing case histories and communicating appropriately.
• Coordinate with underwriters to dispute incorrect cost allocations to GSE.
• Support reversal processing when claims are successfully disputed; escalate unresolved issues to drive vendor or process enhancements.
• Identify and address internal errors impacting GSE costs and ensure cost recovery when applicable.
• Facilitate reprocessing of cases to prevent improper cost incursions.
• Investigate system or process faults across Customer Experience, Reverse Logistics, Supply Chain, POS, CRM, and Accounts that could lead to avoidable costs.
• Collaborate with stakeholders to implement improvements that mitigate systemic problems.
• Prepare and present comprehensive reports on claim cost origins and cost reduction successes to stakeholders.

Qualifications and Experience

• Strong skills in financial and data analysis, including proficiency with Excel and reporting tools.
• Experience in reverse logistics and vendor management.
• Preferably retail or supply chain background.

Additional Information

All applications are treated confidentially. The Good Guys is an equal opportunity employer committed to diversity and inclusion, encouraging all qualified applicants to apply regardless of whether they meet every qualification criterion.