Role Overview
The Reverse Logistics Project Manager leads the end-to-end product return lifecycle, from initial service request to final disposition (credit, scrap, or replacement). This role acts as the primary integrator across Customer Support, Engineering, Supply Chain, and Finance to ensure process efficiency, financial accuracy, and inventory integrity.
Key Responsibilities
1. Service Requests
- Review basic information on incoming service requests
- Create and maintain function tasks
- Assign case owners
- Remind CQE (Customer Quality Engineer) about outstanding Engineering tasks
- Coordinate with Quality team on cases requiring failure analysis or root-cause investigation
2. Return Requests
- Create RMA Order Requests
- Maintain RMA# and Tracking# within the Service Request (SR)
- Notify Suppliers about returns
- Remind CMs to return units within the 60-day window
- Serve as primary point of contact for CM logistics and Supplier Buyer coordination on return status
3. Receive Requests
- Process inventory transactions (check-in)
- Perform physical receiving and quantity verification
- Capture Serial/Lot numbers for received units
4. Inspection & Billing Review
- Review supplier RMA service charges
- Approve billing
- Incorporate Quality/Engineering inspection findings into billing and disposition decisions
- Work with Supplier Buyers to validate and resolve billing/charge discrepancies
5. Fulfillment Requests
- Review aging, stock levels, and business strategy
- Capture original pricing information
- Check WMS (Warehouse Management System) review status
- Determine whether replacement or credit is appropriate
6. Closure & Notification
- Notify customers of replacements
- Notify customers of credit issuance
- Notify Project Managers of hold errors
- Oversee SR status with CMs
- Notify Engineers of SR cancellations
7. Retention & Scrap
- Track and alert on aging timers
- Trigger RMA scrap workflows
- Update inventory and process financial write-offs
Qualifications
- 5+ years in reverse logistics, supply chain, or RMA operations
- Experience with WMS, inventory management, and RMA/order tracking systems
- Strong cross-functional communication skills (Engineering, Quality, Suppliers, CMs, Finance)
- Experience coordinating with external partners such as Contract Manufacturers and Supplier Buyers
- Detail-oriented with strong organizational and follow-up skills
- Oracle, ERP, Power BI
Preferred Skills
- Familiarity with billing/credit reconciliation processes
- Experience managing aging/timer-based escalation workflows
- Ability to manage multiple concurrent RMA cases across different stages
- Experience working with Quality/CQE teams on failure analysis or root-cause tracking
- Prior experience liaising with CMs or Supplier Buyers on logistics, cost, or contractual matters
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.