From Purchase To The Reverse Supply Chain: Charting The Journey

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Explore how to drive a seamless integration process of your online and in-store purchases and returns to build customer loyalty and tackle inventory challenges (excess inventory and abandoned products). Understanding algorithms and cloud-based technologies to accurately disposition inventory to help you achieve unified end-to-end inventory visibility through warehouse management systems: From purchase order to distribution center to store to sale to return.

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With conflicting goals and retail pressures to make returns as hassle free as possible how can OEM’s and retailers collaborate more effectively to drive down return volumes and discuss practical methods to incentivizing retailers to provide reason for returns. Especially where Manufacturers crave new insights around no fault found returns – which account for two thirds of returns costs, as retailers grapple with the need to move lines and keep customers satisfied.

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Michael Fahey of Haier will show us how thinking outside of the box can add help reduce cost while taking care of the environment. We will explore how your current packaging may impact the rate of damage and returns with your product. As well as guide you through how companies are working with freight companies to reduce costs and move products in an economical way while ensuring compliance with regulatory bodies and industry standards are met.

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Our new interactive Case study session is a safe haven for retailers to gather among each other to learn, engage and share with peers on navigating the complex integration of multichannel sales and returns. Key integration points to be discussed:
• How to integrate online and in-store pricing effectively
• What systems and technologies help improve the process
• Creating multichannel returns policies that are mutually beneficial for the supplier and the customer

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As retailers extend liberal return policies, there is a desire to make returns as hassle free as possible and avoid time consuming information extraction or confrontation with the customer. How do we tread these scary waters with customers to minimize loss and maximize recovery.

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Our interactive roundtable sessions are perfect for learning, sharing and networking. Take a deep dive into understanding the enhanced customer experience and collaborations between retailers and manufacturers. You will have to opportunity to select three roundtable topics that most interest you, table discussions last 30 minutes, after every 30 minutes you rotate to a new topic/new table to get the most out of this 90 minute session.

Table 1) Optimizing Inbound Logistics Operations hosted by Karla Kilian, Sr. Group Manager, Property Management, Unsaleables Reduction & Product Classification, Target

Table 2) Partnering Pre-Sale To Reduce Returns: OEMs And Retailers Team Up hosted by Julie Brown, Senior Manager Returns Management, Philips North America

Table 3) Let’s Collaborate: Aligning Manufacturer And Retailer Expectations To Create A Win-Win Strategy For Returns hosted by David Kerg, Customer Quality Improvement Project Manager, Moen

Table 4) Managing No Apparent Defect And No trouble Found Returns, hosted by Ryan Holden, Store Operations, Home Depot

Table 5) Promoting Self-Diagnosis And Self-Repair To Prevent Returns hosted by Bruce Nelson, Vice President Customer Service, Ricoh USA

Table 6) Improving Consumer Education To Minimize Returns hosted by Wendy Darling, Manager Reverse Logistics, Target

Table 7) Social Media: Improving Customer Service Through The Use of Social Media hosted by Sue Martin Vice President of Customer Service, Newegg Inc.

Table 8) Inventory Optimization: Policing Your Distribution and Warehouses For Optimal Flow of Goods hosted by Sue Martin Vice President of Customer Service, Newegg Inc.

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Retailers and manufacturers discuss strategic partnering with internal departments to best create synergies for returns as well as breaking down internal siloes and working together to forecast, plan and reduce return rates.

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Let’s discover the impetus behind extended warranties/service plans from retailers: High margin, low cost activity where electronics/appliance repairs – when they do happen – rarely cost much more than the extended warranty or happen to be covered under the manufacturer’s warranty. Who owns the repair responsibility?

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