DUSTIN – HEAD OF RETURNS MANAGEMENT
What are your tasks?
My tasks are the management of the operative returns for the direct sales of Kaufland.de including our returns centre, but also of external service providers. My focus is on customer satisfaction and customer retention in the aftersales area. Also, I pay particular attention to sustainability and cost-effectiveness in returns processing.
In concrete terms, this means using a Continuous Improvement Process (CIP) in our returns handling and re-commerce to make the processes as simple and fast as possible for the customer, while at the same time achieving the highest possible recovery rate.
How does your team contribute to the success of Kaufland.de?
Above all, we work to ensure high customer satisfaction and loyalty. For us, a return does not mean the “worst case”, but an opportunity to prove ourselves to the customer and build a connection with them in the long term. My team also works on sustainability and profitability – for example, we make sure that returned A and B goods are resold either on Kaufland.de or offline in cooperation with external business partners. By finding happy buyers for returned items, we avoid potential disposal costs as well as waste.
What do you enjoy most about your job?
I particularly enjoy being part of the solution regarding the sustainability of our company. In addition, there is the good team spirit and the interdisciplinary teamwork, which I really appreciate here at Kaufland e-commerce. I always have the opportunity to contribute and thereby bring my ideas to life – this gives me the feeling of being part of the Kaufland.de success story.