Returns Analyst

Role Summary

The Returns Analyst is a key individual contributor responsible for managing and optimizing the end-to-end returns and reverse logistics processes within HP’s distribution operations. This hands-on role partners with cross-functional teams to ensure efficient, accurate, and timely processing of returned products, driving improvements in customer satisfaction, cost control, and asset recovery.

Key Responsibilities

• Oversight of daily returns operations, ensuring accurate and timely receipt, inspection, disposition, and processing of returned products in accordance with HP’s quality and compliance standards.
• Lead and support process improvement initiatives focused on optimizing returns flow, reducing cycle times, minimizing errors, and maximizing asset recovery and value retention.
• Collaborate with Supply Chain, Customer Service, Warehouse, IT, and Quality teams to coordinate returns processing, resolve exceptions, and ensure alignment with business and customer requirements.
• Monitor and report on KPIs such as returns cycle time, disposition accuracy, recovery rate, cost per return, and customer satisfaction.
• Serve as the primary point of contact for return-related issues, facilitating resolution of exceptions, damages, and non-conformances.
• Partner with Quality and Engineering to perform root-cause analysis on high-incidence failure modes; escalate systemic issues to design or supplier-quality teams.
• Define and maintain SOPs for returns receipt, inspection, grading, refurbishment, and disposition in SAP and the WMS.
• Train and coach warehouse and operations staff on best practices for returns handling, inspection, and disposition.
• Participate in cross-functional projects related to reverse logistics optimization, sustainability initiatives, and supply chain transformation.
• Support annual physical inventory and internal or external audits by maintaining complete traceability of returned serial numbers and parts.

Required Qualifications

• Bachelor’s degree in Supply Chain, Industrial Engineering, Operations Management, or related discipline or equivalent practical experience.
• 3+ years of experience in reverse logistics, repair operations, or distribution within electronics, high tech, or similarly complex products.
• Demonstrated experience in process analysis, operational improvement, and project coordination.
• Working knowledge of warranty processes, basic accounting for returns, and regulatory requirements for electronic waste, batteries, and product safety.
• Proficiency in data analytics tools (Excel, Power BI, Tableau) and WMS.
• Strong communication, problem-solving, and stakeholder management skills.
• Working knowledge of Lean, Six Sigma, or other continuous improvement methodologies.

Preferred Qualifications

• Certifications in Lean, Six Sigma, or APICS (CPIM/CSCP).
• Experience with automated test or diagnostic equipment, failure analysis, or component-level repair.
• Exposure to automation in reverse logistics.
• Familiarity with HP’s products, distribution models, or technology sector best practices.

Pay and Benefits

The base pay range for this role is $59,350 to $89,600 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including:
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave