Business Analyst – Reverse Logistics & Operations Support

Overview

Seeking a hands-on Business Analyst to support reverse logistics operations and execute process improvements across offline return workflows. This is not a traditional requirements-gathering role. The BA will troubleshoot operational issues, support account management, and contribute to automation initiatives that reduce manual effort.

This role translates return-related challenges into practical solutions, working closely with account managers, customers, and cross-functional teams while managing multiple issues and workflows simultaneously.

Key Responsibilities

Reverse Logistics Operations \& Support

• Troubleshoot return-related tickets and resolve operational issues
• Support account managers and work directly with customers and retailers
• Manage return merchandise authorization (RMA) processes
• Handle communication via calls and emails to resolve return discrepancies

Problem Solving \& Process Execution

• Investigate ambiguous issues and identify root causes
• Execute tactical operational tasks to support return workflows
• Contribute to process improvements and automation efforts

Cross-Functional Collaboration

• Partner with technical, sales, and operations teams
• Participate in team meetings to align on issues and solutions
• Work collaboratively in a team-oriented environment

Data \& Reporting

• Utilize data tools to analyze issues and support decision-making
• Work with dashboards and reporting tools to track performance and trends

Must-Have Hard Skills (Top 3)

• Ability to navigate ambiguity and independently solve problems
• Experience working with internal systems and operational tools
• Proficiency in data tools (e.g., Tableau, data matrices, reporting tools)

Required Expertise

• Strong operational and administrative experience (4–7 years)
• Experience in troubleshooting and resolving process-related issues
• Basic data analysis and reporting capabilities
• Ability to manage multiple tasks and workflows simultaneously
• Strong communication skills for cross-functional and external interactions

Preferred Qualifications

• Experience with Excel, dashboards, and data analysis
• Familiarity with technical tools and systems
• Collaborative mindset with a positive, easy-to-work-with attitude
• Background in technology or operations environments

Core Competencies

• Demonstrates curiosity and a willingness to learn
• Builds trust through reliability and communication
• Comfortable working in ambiguous environments
• Strong problem-solving and critical thinking skills
• Operates effectively in collaborative team settings