Message from the Publisher

By Tony Sciarrotta, Reverse Logistics Association

Returns management is the term from our cover story that needs to be brought back as the ecommerce returns continue to grow.

When I was moved at Philips from sales and marketing and asked to fix the returns problem, there were consultants recommending that a “returns czar” position was needed to cut across silos in the company. I settled for the title, Director of Returns Management, as a reflection of the role needed to not only manage the reverse logistics of the returns, but to be involved in market introduction of products, packaging and instruction designs, return agreements with retail partners, service support options, call center responses, refurbishment partners and facilities, as well as the secondary market outlets for the returned goods. B

ecause of the term reverse logistics, many companies assign the supply chain groups to manage returns when they are in fact a reverse sale. Reverse logistics became a more popular term as ecommerce grew and the online sellers had to make more arrangements for the products to be returned for free and on demand, and manufacturers tried to reduce the costs of the shipments through consolidation, finding new partners closer to centralized returns centers, and selling the goods “as-is” to nearby liquidators.

Our cover story by Brian Beetz of Labelmaster covers the wide range of returns issues and new approaches to solutions, focusing on improving the customer experience. Reverse logistics is again more than just the logistics to move returns. Returns management includes the reverse logistics process but all the other activities that can help reduce returns, refurbish them for resale, and as a last resort recycle them. improvement.

In 2016, Tony took over the Reverse Logistics Association and became the Executive Director and Publisher after 12 years of active involvement on the Advisory Board and on Committees. Tony has held various industry positions including 15 years in returns management at Philips. During his Philips years, Tony developed new reverse logistics strategies and implemented many new returns initiatives. He worked with retail partners and industry groups on best practices still being used. Tony then became an evangelist for improving the customer experience to reduce returns and their associated costs. Today, Tony is considered a subject matter expert in reverse logistics and speaks for the industry at conferences all over the world.