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Andreja Puizdar, returns administrator and person responsible for the Returns Department at LELOSI, is organised, precise and reliable. “Being organised is almost essential in my work, as I deal with a wide variety of tasks every day. In many processes, timely execution is important because we need to know exactly what needs to be done, what is still waiting to be completed, how many returns need to be processed, and so on. Accuracy is key to our work because even a small mistake in a return can affect the entire process. When working in a team, my colleagues need to feel that they can rely on me. They need to know that I will complete my tasks or step in to help them if they need it.” We invite you to read the interview.
The Returns Department is an important part of the post-purchase process, as every returned item needs to be handled correctly and the process needs to run as efficiently as possible. Please explain to everyone who is not familiar with your work what your role actually involves.
My work is quite varied and involves much more than simply processing returns. I am responsible for administrative procedures relating to returns, organising work within the department, receiving and allocating returns, opening parcels, dealing with rejected and uncollected parcels, and handling refunds and complaints. There is a lot of communication – both within the company, with the warehouse, quality control and occasionally the legal department, as well as externally, with delivery services and customer support for foreign markets. My work therefore combines administrative, organisational, communication and operational tasks.
What I like most is how well the different departments within the company work together and help one another when it is most needed. This is one of the key elements in resolving returns successfully and efficiently. Because departments help one another, communicate well and pass on all the necessary information in good time, we can resolve issues more quickly and efficiently. I believe this kind of cooperation is important not only for successfully resolving returns, but also for the successful operation and growth of the company.
A lot of different things happen in the Returns Department every day. In addition to processing returns, you also organise work, allocate tasks and keep track of what is happening within the department. How does your working day begin and what happens by the time it ends?
First, I look at what lies ahead and what the current status of returns is. It is important to see as quickly as possible whether any case is urgent, whether it is waiting for additional information or whether something needs to be checked in connection with a particular return so that it can be prioritised. We then deal with all the refunds and complaints that we have already opened and reviewed, while also checking emails. Once this is completed, we scan the inspected items that will be returned to sale. This is followed by reviewing and processing customer returns. In between, of course, other tasks come up as well – communication with departments, customers, delivery services or customer support for foreign markets, dealing with urgent refunds and complaints, administration, sometimes reports or another urgent task.
For LELOSI, the relationship with the customer does not end when the purchase is completed. When it comes to returns, we also want to be responsive, friendly and ready to find a solution, as a satisfied customer is the foundation of a long-term relationship. What kind of relationship do you want to establish with a customer when they contact us?
Our goal is for every customer to feel that their case is being treated seriously, accurately and individually, and that we listen to and understand them. When dealing with each case, we strive to find the most appropriate solution possible, one that the customer will be satisfied with. The customer is always our top priority. We are also aware that the solution is not always what the customer expected or wanted. It is precisely in such situations that understanding, a respectful approach, good communication and a willingness to help can make a big difference.
Every return begins its journey the moment the parcel arrives at the company. What are all the processes involved, from receiving the parcel to closing the case?
When a parcel arrives, we first sort it appropriately and open it. We then check and identify its contents and the information associated with the return, and record everything in our system. The parcel is then inspected and processed according to the type of return or complaint. If everything is in order and there are no special circumstances, we complete the inspection and record receipt of the parcel in the system. We then arrange the refund or continue with the appropriate complaint procedure. If there are any uncertainties, special circumstances or discrepancies, we need to obtain additional information or, where necessary, involve other departments, such as the Quality Control Department or the Legal Department. In certain cases, we also communicate with the customer, the delivery service or customer support for foreign markets.
We must follow every case from beginning to end. We need to pay attention to every detail, identify any potential complications in good time and make sure that no information or task is overlooked or left unfinished. Our goal is for every case to be handled correctly, accurately and efficiently and completed within an appropriate timeframe.
Accuracy is crucial when processing returns. Every item needs to be inspected and recorded correctly, as even a small mistake can affect the subsequent course of the process. What do you need to pay the most attention to in your work?
When processing returns, I need to make sure that every case is thoroughly reviewed, correctly recorded and properly completed. It is important that the contents of the return correspond with the information provided on the form completed by the customer and that all the details match.
Particular attention must also be paid to the items themselves. Before they are returned to sale, they need to be properly inspected, correctly packed in their corresponding bags and fitted with the appropriate labels. Before closing a case, it is important to check that everything has been taken care of and that no detail has been overlooked.
At the same time, I want the employees within our department to have a clear overview of which cases they still need to deal with and what still needs to be completed in each individual case. This allows us to organise the work better, help one another and, above all, ensure that all returns are processed on time, accurately and without unnecessary mistakes.
Returns are not always as straightforward as they may seem at first glance. Sometimes special or unexpected situations arise in which you need to quickly determine the best solution. Which cases usually present the greatest challenge for you?
The most challenging cases are those in which the circumstances are not completely clear and we first need to establish what actually happened. These include, for example, complaints relating to orders that were placed a long time ago. In such cases, we need to obtain additional information and check more details so that we can handle the return or complaint as appropriately as possible. Particularly challenging are situations in which we need to quickly find an appropriate solution for the customer while also ensuring that the solution is correct and feasible. Such cases require a great deal of communication, organisation and cooperation, while remaining calm and using good judgement are also important. Even when the situation is not clear at the beginning, it is important to check all the information available and keep the case open until we find an appropriate solution and can finally close it.
If a successfully resolved return were the result of a relay race, the warehouse, Quality Control Department, Legal Department and your team would all be passing the “baton” to one another. In your opinion, where does the biggest difference between a good and a poor handover arise?
Above all, in accurate information and appropriate communication between the individual departments. I believe that the key to a good handover is for the department involved to immediately understand what we need in order to resolve the situation appropriately and for the next step to be clear. If an important piece of information is missing during the handover, it can quickly happen that matters that have already been dealt with need to be checked again, additional explanations need to be obtained or information that should have been provided from the outset needs to be searched for. This unnecessarily prolongs the process and increases the possibility of errors.
Your working day also includes communication with delivery services and customer support for foreign markets. This requires information to be coordinated and the procedures to continue correctly. What must not be overlooked?
When communicating with customer support for foreign markets, clear and accurate transfer of information is crucial, particularly with customer returns where we need additional information in order to resolve the case. Even one incorrect or missing piece of information can delay the process or mean that certain things have to be checked again.
When communicating with delivery services, it is important to provide all the information about the shipment as accurately as possible – from the tracking number and parcel details to any missing contents. All information must be properly recorded, accurate and relate to the correct case or parcel. At the same time, we need to keep track of what has already been agreed, which parcels we are still waiting for a response about and what the next step is so that we can complete the case as efficiently and appropriately as possible.
When dealing with refunds and complaints, it is probably useful to have everything under control. Are you someone who relies on a spreadsheet, a reminder or a good instinct for what is still waiting to be resolved?
I rely on a combination of everything, although spreadsheets and reminders still take priority. When dealing with a large number of returns and complaints, you cannot rely on memory alone. I like having a clear overview of what has already been dealt with, what is still pending and what still needs to be checked. A good instinct comes with experience, because over time you become quite quick at recognising which cases are worth stopping to review in more detail and which can be completed more quickly.
Some returns are routine, while others stay in your memory. Can you remember a case where, at the end, you thought to yourself: “Well, I’m not going to forget that one any time soon”?
There have been quite a few cases where, once they were resolved, I thought I would remember them for a long time. With returns, it sometimes happens that at first it looks like a completely ordinary parcel, but then its contents turn out to be much more interesting – from mouldy fruit, underwear, keys, a wallet and scissors to things you really would not expect to receive at our company. Sometimes we also receive a parcel that was not intended for us at all. Among other things, we have received a sun lounger, oil and even a car exhaust pipe. 😊 We handle such parcels individually and as a priority, and coordinate with the delivery service as quickly as possible so that they can collect the parcel and deliver it to the correct address. What is particularly interesting about situations like these is that you never quite know what the next parcel will bring.
Imagine a day when everything happens at once – there are several returns, an urgent task comes up and the team has limited time. A decision needs to be made quickly. What do you do first?
First, I try to stay calm and quickly set priorities. I think about how we can get everything done as efficiently as possible within the time available. I look at what is truly urgent, what can wait, and then organise the work. If possible, I allocate some of the tasks among my colleagues or we agree on who can take responsibility for what.
In your work, it probably quickly becomes apparent where a process could be improved.
Even small improvements can mean faster work, fewer mistakes and a better customer experience.
Have you introduced any changes or improvements during your time at the company that you are particularly proud of?
We have introduced quite a few changes during my time at the company. One of the larger improvements was the implementation of a comprehensive solution for managing product returns, which we adapted to the needs of the various departments involved in the process, from accounting to the warehouse. The solution gives us a better overview and greater control over returned goods, as well as access to data and analyses that are important for future business decisions. At the same time, we also paid a great deal of attention to the customer experience and adapted the system for submitting return requests so that the process is as simple, clear and user-friendly as possible for customers.
I consider improvements very important, which is why I also review things with the team every month to see what is making our work more difficult, where we are losing the most time and what we could do differently. There is always something that can be improved to make our work easier, faster and more efficient.
In addition to everything mentioned above, you also help with the dispatch of parcels. This means that your work is not limited solely to returns, but is also connected with other processes within the company. What do you like most about your work – the variety of tasks, working with the team, organisation or a combination of everything?
What I like most is the combination of everything. I enjoy organisation and the feeling that the work has been done well. One part of the day is more organisational and administrative, another is dedicated to hands-on work with returns, then there is communication with a customer or another department, and somewhere in between an unexpected task always comes up. It is precisely this variety that I enjoy, because it means no two days are ever completely the same.
Working with the team and, above all, their well-being are also very important to me, because at this pace it quickly becomes clear how important it is to help one another. In my team, I want us to be connected, to respect one another and for everyone to feel that they belong and are valued, and above all, that they are heard. It is important to me that everyone knows they are an important part of our team and that their contribution matters. I always encourage the team, even when there is a lot of work. That is why I can say that I have an excellent team in which we get on extremely well and, when necessary, come together.
I like it when the day is dynamic and, at the end of it, I can see that the team and I have accomplished a lot. I often joke and say that only together, as a team, can we move mountains – and I think that sums up my view of teamwork quite well.
Working in the Returns Department can be very dynamic, with every day bringing something new. Over time, you gain a great deal of experience and knowledge. Which lesson from your work will probably stay with you forever?
Probably that speed is not always what matters in this kind of work. Even when there is a lot to do and time is short, it is better to take a moment, check the information and do things properly. Experience teaches you that the small detail that may seem insignificant at first can later turn out to be very important.
I have also learnt that, in this kind of work, it is crucial to remain calm even when things do not go according to plan. A solution can almost always be found if you take a moment, gather additional information and connect with the right people.
Behind every completed return is a great deal of work that the customer often never sees. Do you ever think: “We really did a good job today”?
Absolutely. It is an especially good feeling when a difficult situation arises, we resolve it together and, in the end, you can see that the entire process was carried out exactly as it should have been. At that point, the customer may only see the final result, but we know how much work went on behind the scenes, which makes the sense of satisfaction even greater. Satisfied customers also mean a great deal to us. We really enjoy reading messages in which they thank us for our efforts, kindness and help in resolving their case. This kind of feedback is particularly important to us because it gives us the feeling that our efforts have been noticed and that, despite a difficult situation, we have managed to provide the customer with a good experience. Sometimes they even send us some chocolate.
This feeling is particularly strong during the busiest sales periods, for example in November and December, when we open and process a significantly larger number of cases every day. The pace is particularly intense then, but when we look back at the end of the day and see everything we have managed to deal with and complete, we can be truly proud of ourselves and the entire team. That is when we can say to ourselves: “Another successful day is behind us.”
Author: Nikolina Koljanin
