Lee Gibson

Sure, you value the chance to speak with your peers and discuss common business challenges. But wouldn’t it be nice to carry tangible solutions back to the office & act on them so that the same exact challenges are not being discussed year after year? Consumer Returns 2015 announces the formation of workgroups on the first day of the program, with the solutions to common business challenges being published in a whitepaper that is distributed to all attendees post-event. As an attendee you’ll have the chance to participate in two 90 minute workgroups. You’ll discuss a common business challenge for an hour with your workgroup and the six workgroups will then report their findings over the course of the next half hour. This gives you an opportunity to understand what others have been discussing at their respective tables.

Workgroups include:

1. What Is The Optimal Returns Policy? Balancing Customer Satisfaction & Loss Minimization
Tony Sciarrotta, Former Director of Asset Recovery, Philips Consumer Lifestyle

2. Developing Insights & Actionable Strategies Around Improving The Customer Experience
Nate Omann, Senior Manager, Services & After Sales, Best Buy

3. What Are The Essential Elements Of A Cradle To Grave Returns Management System?
Lee Gibson, Director, Reverse Logistics, Silent Circle

4. Building A Cross Functional Team To Reduce Returns: What Are The Crucial Inputs?
Timothy Quinn, Manager of Logistics, Budget and Analysis, BJ’s Wholesale Club

5. Accelerating Speed To Remarket: Where Do The Bottlenecks Lie?
Joyce Cruts, Director Return Management, Acer America Corp.

6. Economic Considerations Around Refurbishment: Placing Product In The Best Condition/Channel/Market To Yield Maximum Recovery
Bryan Skaudis, Director – Inventory Optimization, Process Development & Improvement, Best Buy

Talking with your peers about how to confront shared business challenges is the most valuable part of this event. Consumer Returns 2015 has set aside an hour each day so OEMs, retailers and solutions providers can discuss current issues of importance. This is your opportunity to discuss ways to improve out-of-box experience, postsales support and methods for maximizing recovery rate once a return has occurred.

1. Minimizing The Impacts Of Dimensional Weight Pricing With Packaging On Demand
Mike Prochaska, Vice President of Supply Chain, Gopher Sport

2. Resolving Lost Or Damaged Claims With Carriers
Timothy Quinn, Manager of Logistics, Budget and Analysis, BJ’s Wholesale Club

3. Advanced Returns Forecasting Strategies
Lee Gibson, Director, Reverse Logistics, Silent Circle

4. Returns Policies: Trends Around Time Frames & Restocking Fees
Michael R. Galbreth, Associate Professor of Management Science & Moore Research Fellow, University of South Carolina

5. Analyzing Returns Data To Discover Root Causes: Driving Returns Prevention Back To Product Design To Enhance Performance And Reliability
Joyce Cruts, Director Return Management, Acer America Corp.

6. Providing Manufacturers With A Smart Direct Channel To End Users: Managing Their Experience From Point Of Purchase To Point Of First Use and Point Of Need
Tony Sciarrotta, Former Director of Asset Recovery, Philips Consumer Lifestyle

7. Tracking Serial Returners: Retailer Experiences & The Growing Consumer Backlash

8. Leveraging Remote Access And Support Technologies As A Returns Avoidance Strategy
John Meagher, Director, Service Operations, Samsung Telecommunications America

9. Trade-In Programs: Managing The Volume And Frequency Of What’s Coming Back
John Meagher, Director, Service Operations, Samsung Telecommunications America

10. Reducing The Cost Of Returns: Changing The Consumer Mindset
Frank Martino, Director, Service Division, Samsung Electronics Canada

11. Reducing E-Commerce Returns: Utilizing High Quality Images, Product Descriptions, Product Comparisons & Reviews To Bolster Consumer Knowledge

How can you establish a long lasting, mutually beneficial partnership with a 3PL? What must be communicated at the outset and how are both parties held accountable? This panel will address:

• Establishing operational procedures upfront
• Key factors in deciding which 3PL to partner with: Culture fit, solutions, metrics
• Establishing top-down support: Ensuring goals and expectations are communicated down to the operational and facility level
• Creating a true partnership that strives for continuous improvement