Consumer Returns Management 2017

October 03 - 05, 2017

Hutton Hotel, Nashville, TN

Contact Us: 1.888.482.6012

The New Customer Experience: Integrating Expectations Within The Reverse Supply Chain

Day 2

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General Breakfast

7:45 AM Continental Breakfast & Registration

Invite-Only Breakfast

VIP Breakfast Think Tank

8:45 AM Welcome Remarks

8:50 AM Chairperson’s Opening Address

Paul Baum, CEO, PlanITROI

 Paul Baum
Paul Baum
CEO
PlanITROI
Paul Baum, CEO and Founder of PlanITROI, Inc. is an entrepreneur to the core.  Paul has a 25 year proven track record of creating “sustainable green value” in the Reverse Logistics Industry, specializing in Value Recovery.  Paul has spent his entire professional career perfecting the industry leading asset value recovery model he calls the “Cl ...[Read More]

9:00 AM Handle IT: Help Your In-Store Associates Help The Customer With Better Tools

Jonathan Crabb, Product Owner, HomeDepot.com Return Capabilities, The Home Depot

As owner of The Home Depot’s online return capabilities, Jonathan Crabb’s responsibilities are incredibly cross-functional. To build the roadmaps for .com returns across the physical stores, call centers, and the website, he needs to work with IT to implement the most top-tier customer interface for the associates that handle in-store returns. He understands the importance of making the entire experience for the customer as seamless as possible, and his role is incredibly future focused. In this session, Jonathan shares how something as inhuman as an interface, when coupled with proactive employees, can create the most enjoyable returns experience—yes, returns don’t have to be a nightmare! If you’re thinking about your own customer-facing associates and this sounds like a dream rather than a reality, you cannot miss his talk on:
  • Creating a friction-less experience by encouraging heroic interventions among your employees 
  • Understanding how too much associate freedom can lead to incorrect (and just plain strange) customer experiences
  • Learning how item and vendor data guided experiences help both customers and associates
 Jonathan Crabb
Jonathan Crabb
Product Owner, HomeDepot.com Return Capabilities
The Home Depot
Jonathan is currently Senior Manager of Post-Purchase Experience for Home Depot's eCommerce business.   He manages the capabilities and future road map for dotcom orders whether in store, through call center or on the web.  Jonathan has been with Home Depot for 15 years, and has held roles in IT store systems, IT supply chain, and dotcom order mana ...[Read More]

9:20 AM Managing Your Return-To-Vendor Logistics Strategy

Tim Quinn, Manager, Logistics Budget and Analysis, BJ's Wholesale Club

As a retailer, you’ve dealt with or are dealing with the current situation: too many consumer returns on top of your already excess inventory… and you’re having trouble telling the two apart. You are also juggling a return-to-vendor option on top of return-to-store, increasing the confusion of where things are in your own supply chain. If this scenario sounds familiar, then this is a can’t miss session. BJ’s knows a thing or two about dealing with mass quantities, and Timothy brings his logistics specialization to shed light on how to better:
  • Marry buyers into your supply chain strategy to reduce costs, for both you and the customer
  • Have contingencies in place for when the end consumer wants to sidestep the distributor and return the product directly to the vendor
  • Assure you have robust processes in place so that buyers send you only the products that you offer, creating a more efficient chain
 Tim Quinn
Tim Quinn
Manager, Logistics Budget and Analysis
BJ's Wholesale Club
Tim Quinn has been with BJ’s for 15 years and is currently a manager in the Logistics/Supply Chain Division.  Tim is responsible for reverse logistics functions including return to vendor programs and inventory liquidation for certain product categories.  In addition, Tim’s team manages all carrier freight claims as well as Financial control functi ...[Read More]

9:40 AM Panel: Handling No Apparent Defect And No Trouble Found Returns

Nate Omann, Director, Returns and Damages, Best Buy

Joyce Cruts, Director, Supply Chain Operations – Return Management, Acer

Marco Mai, Senior Director, Reverse Logistics, Vivint Smart Home

Ryan Tomsich, Project Manager, Business Development and Compliance, Northern Tool + Equipment

About 68% of returns are considered No Trouble Found/No Fault Found, meaning that more than half of the returns have no physical defect. It’s inevitable that returns do happen, but how do you deal with a large amount of returns on an otherwise fine product… without damaging your customer relationships? Hear from our panel of returns experts how they find alternatives to keep the customer happy, and make returns an absolute last resort for your own company.
  • Address and communicate with your suppliers and retailers to create a consistent policy
  • Provide technical support to a customer upfront to help them understand how to set up, use and optimize a product
  • Ensure personnel are balancing the customer experience with the need to remain consistent on the returns policy
 Nate Omann
Nate Omann
Director, Returns and Damages
Best Buy

 Joyce Cruts
Joyce Cruts
Director, Supply Chain Operations – Return Management
Acer

 Marco Mai
Marco Mai
Senior Director, Reverse Logistics
Vivint Smart Home
Marco Mai is the Sr. Director of Reverse Logistics at Vivint Smart Home, the largest smart home services provider in North America. Before Vivint, Marco worked for Endless Mobile and Huawei. For more than a decade, Marco had built and managed Customer Service and Reverse Logistics in more than ten countries including United States, Malaysia, Philip ...[Read More]

 Ryan Tomsich
Ryan Tomsich
Project Manager, Business Development and Compliance
Northern Tool + Equipment
Ryan Tomsich is the Business Development and Compliance Project Manager for Northern Tool and Equipment.  Ryan has over 10 years of experience managing Reverse Logistics, Returns Management, Vendor compliance, and Risk Management.  He has developed strategic programs to help reduce returns and build positive customer satisfaction. ...[Read More]

10:20 AM Morning Refreshment & Networking Break

11:00 AM Leveraging Ecommerce Selling Through Marketplace Platforms

Larry Yarchever, Senior Buyer, ShoeMetro

Interested in learning how ShoeMetro’s branded and value priced retail model culminated in a sale to DSW? Larry Yarchever from ShoeMetro is here to share the story behind their meteoric rise. You don’t achieve 50 marketplaces without knowing a thing or two about blending logistics and customer experience into one seamless model. Learn how ShoeMetro: 
  • Balances the uploading and selling across a varied range of marketplaces
  • Meshes with retailers in buying marked out-of-stock and store returns
  • Establishes successful partnerships to enhance their bottom line
 Larry Yarchever
Larry Yarchever
Senior Buyer
ShoeMetro
Larry is a Senior Footwear Buyer for ShoeMetro. ShoeMetro is a subsidiary of DSW and is chartered with growing the off price footwear universe. Larry lives in the San Diego area and grew up in the Los Angeles area graduating from UCLA. Larry has a 20 year background as a supplier of name brand footwear and apparel closeouts to big box retailers lik ...[Read More]

11:20 AM Enhancing Both Customer Experience And Profitability Through Reverse Logistics

Jeff Elliot, Managing Director, Technology Sales, FedEx Supply Chain

With the emergence of e-commerce, companies of all sizes strive to maintain competitiveness by optimizing the fulfillment side of their supply chain. While this approach can make business sense, reverse logistics should not be overlooked. More than ever, returns are a critical and integral part to creating a great customer experience. Additionally, the per-unit costs of returns — accumulated from customer interaction through final disposition — are much higher than products moving through the fulfillment side of the supply chain. These costs, in conjunction with the increasing complexity of managing returns, require the same amount of optimization as the forward supply chain to enable a customer-centric and cost-effective supply chain — from fulfillment through potential returns. In this session, Jeff Elliott, Managing Director of Technology Solutions at FedEx Supply Chain, will discuss the central role of returns in the current state of retail. He will also talk about what can be achieved with the appropriate level of focus and investment, including:
  • Making reverse logistics a hub for fostering customer loyalty and driving profitability
  • Managing the increasingly complex returns environment to reduce waste while optimizing processes
  • Preventing returns
 Jeff Elliot
Jeff Elliot
Managing Director, Technology Sales
FedEx Supply Chain

General Session

11:40 AM Panel Revolution: One Man’s Junk Is Another Man’s Treasure: Selling A Refurbished Product

Jerry Rust, Head, Operations, Quanta Computer

Jimmy Vosika, CEO, ShopJimmy.Com

Susan Waynelovich, Senior Manager, Warranty Management, Sony Electronics

Jim Rallo, President, Retail Supply Chain Group, Liquidity Services

Adding to the conversation on yesterday’s panel focused on decreasing repair costs, in this session we explore the other side of the coin: how to maximize results on refurbished goods. Making money on a second quality good is always going to be more challenging than reselling a product that was fixed to look A-grade, but this panel dissects the benefits to refurbishing. Utilize all your reselling options wisely and learn how to:
  • Reinvigorate your reverse logistics model to save on costly replacements and make money on a second quality good
  • Realize the difference in expectations based on which channel you choose to sell
  • Understand the capabilities you need to have in place to keep up with consumer expectations, from being green to protecting their data
 Jerry Rust
Jerry Rust
Head, Operations
Quanta Computer
Jerry Rust has 21 years’ experience in manufacturing, service, and reverse logistics and currently serves as Head of Operations for Quanta Computer Inc. managing US operations. His prior roles have been: operations management, supply chain development, service and reverse logistics, and quality.  Jerry has a wide array of business and industry back ...[Read More]

 Jimmy Vosika
Jimmy Vosika
CEO
ShopJimmy.Com

Jimmy Vosika is the founder and CEO of ShopJimmy.com and MN Home Outlet, both headquartered in Burnsville, MN.  ShopJimmy is an online TV parts distributor that primarily harvests inventory from TVs damaged during shipping. MN Home Outlet is an omni-channel retailer that specializes in selling a wide variet ...[Read More]

 Susan Waynelovich
Susan Waynelovich
Senior Manager, Warranty Management
Sony Electronics

 Jim Rallo
Jim Rallo
President, Retail Supply Chain Group
Liquidity Services
Jim Rallo serves as the President of the Retail Supply Chain Group which helps hundreds of the world’s top retailers and consumer OEMs unlock strategic value in their reverse supply chain, while enhancing and protecting their brands. Under his leadership, the Retail Supply Chain Group team supports strategic supply chain initiatives which sign ...[Read More]

Creative Boardroom

Creative Boardroom: Manufacturers (11:40-12:30)

Harrison Urash, Senior Manager, US Returns, Avon

A facilitated strategy and best practice discussion around returns management and reverse logistics optimization from the manufacturer’s perspective. Spots reserved for the first 15 people. To request yours, contact Paula Conlon at 646.200.7516 or paula.conlon@wbresearch.com
 Harrison Urash
Harrison Urash
Senior Manager, US Returns
Avon
Harrison Urash is responsible for New Avon’s US Returns and US Outbound Transportation.  In this role, he is responsible for the Reverse Logistics and Outbound strategy – enhancing the Representative experience and driving operational excellence.  He has been with New Avon for seven and a half years, with experience in fulfillment, system implement ...[Read More]

12:30 PM Getting Caught In The Middle: Lessons Learned

Nikos Papaioannou, VP, Process & Business Development, CoreCentric

What actually is the main driver for all these returns after all? The answer depends on who you ask. For some, it is the liberal return policies that retailers utilize in order to maintain foot traffic and build customer loyalty. For others, it’s a simple case of “they just don’t make them as good as they used to anymore.” With 10 years in the consumer returns arena—and after getting caught in the middle of several heated debates between retailers and manufacturers—Nikos is here to provide some data-driven answers. Walk away with clarity on how to:
  • Understand what is causing the variation in the way retailers return, and its implications
  • Find the hidden benefit of offering a repair service instead of new unit replacements for In Warranty incidents
  • Leverage best practices in remanufacturing—why does extra work help save money?
 Nikos Papaioannou
Nikos Papaioannou
VP, Process & Business Development
CoreCentric
Nikos joined CoreCentric Solutions in 2008 and has served the company in various management capacities including process development, operations, business development and strategy. He has been actively involved in developing innovative reverse logistics and asset recovery programs which have helped the company’s customers exceed their cost con ...[Read More]

General Lunch

12:50 PM Luncheon For All Attendees

Invite-Only Lunch

Invite-Only Boardroom Lunch – Hosted by BStock Solutions

1:50 PM Customer Profiling Roundtables:

Ryan Rhoten, Business Leader, Retail Returns, Allegion

Ray Mohsen, CEO, Skylink Wireless

Michelle Raymond, Senior Business Analyst, Salvage and Sustainability, The Home Depot

Tony Sciarrotta, Executive Director, The Reverse Logistics Association

Robert Echols, CEO, Bargain Hunt

Jim Rallo, President, Retail Supply Chain Group, Liquidity Services

Scott Nelson, Director, Salvage and Regulatory, Target

Jerry Rust, Head, Operations, Quanta Computer

Your opportunity for the most intimate conversation yet! Want to benchmark with other companies and have a real, organic discussion about challenges and next steps on key issues? Great, so do our roundtable thought leaders. Here’s how it works. You select 2 of the topics. The first discussion lasts 30 minutes, and then you rotate to your next topic for another 30 minutes. It’s like speed dating, but you leave feeling like you actually achieved something.

1. The Amazon Jungle: Creating Internal Buy-In To Get More Resources In A Competitive Landscape
Ryan Rhoten, Business Leader, Retail Returns, Allegion

2. Improving Customer Service Through Your Social Media Efforts
Ray Mohsen, CEO, Skylink Wireless

3. Utilizing Data To Increase Your Recovery
Michelle Raymond, Senior Business Analyst, Salvage and Sustainability, The Home Depot

4. Using Technology To Improve Consumer Experience And Reduce Returns
Tony Sciarrotta, Executive Director, The Reverse Logistics Association

5. Exploring The Best Third-Party Channels For Your Excess Inventory
Robert Echols, CEO, Bargain Hunt

6. Sustainability, Inefficiency, And Waste In The Reverse Supply Chain
Jim Rallo, President, Retail Supply Chain Group, Liquidity Services

7. Evaluating The Evolution Of The Reverse Supply Chain: Investments And Challenges
Scott Nelson, Director, Salvage and Regulatory, Target

8. Return, Repair, Re-Sale, Oh My!: Choosing The Solution That Makes Cost Sense
Jerry Rust, Head, Operations, Quanta Computer

Tables 9-16: Have an innovative technology or story to share? For more information on how to be a part of the discussion and to sponsor a roundtable, contact Christine Johnson, Director of Sponsorship Sales & Strategy at 646.200.7458 or christine.johnson@wbresearch.com 

Suggested topics include:
Balancing Complex Supply Chains With Consumer Demand
Fraud Prevention: Combatting Fraud With Technology
Help Them Help Themselves: Promoting Self-Diagnosis and Self-Repair To Prevent Returns
 Ryan Rhoten
Ryan Rhoten
Business Leader, Retail Returns
Allegion

Ray Mohsen
CEO
Skylink Wireless
Visionary entrepreneur who led Skylink Wireless since 2001 and has worked through the implementation of the framework to the business from retail, wholesale and distributions to reverse logistics and recycling operation. ...[Read More]

 Michelle Raymond
Michelle Raymond
Senior Business Analyst, Salvage and Sustainability
The Home Depot
Michelle has been at the Home Depot over 23 years and has held various positions since joining. She started in the stores, in the Tampa market, holding various operational positions increasing in responsibility. Michelle moved to Atlanta in 2005 and worked in the stores until 2007 when she transitioned to the Home Depot Innovation Center as a Proje ...[Read More]

 Tony Sciarrotta
Tony Sciarrotta
Executive Director
The Reverse Logistics Association
Tony has over 30 years of sales, marketing, and reverse logistics experience in the consumer electronics industry with manufacturers such as Philips and Sony.  In 1998, Tony pioneered a Returns Management Department at Philips and focused on activities to drive down returns and associated costs.  Tony worked with both external customers and interna ...[Read More]

 Robert Echols
Robert Echols
CEO
Bargain Hunt
Robert Echols, CEO and Founder of Bargain Hunt, has been in the Secondary Markets and Reverse Logistics industry for over 20 years.  He founded Bargain Hunt in June of 2000 as a wholesale company and quickly moved into the B2C online space. In 2004, he open his first extreme value retail store to compliment the company’s online and wholesale sales. ...[Read More]

 Jim Rallo
Jim Rallo
President, Retail Supply Chain Group
Liquidity Services
Jim Rallo serves as the President of the Retail Supply Chain Group which helps hundreds of the world’s top retailers and consumer OEMs unlock strategic value in their reverse supply chain, while enhancing and protecting their brands. Under his leadership, the Retail Supply Chain Group team supports strategic supply chain initiatives which sign ...[Read More]

Scott Nelson
Director, Salvage and Regulatory
Target

 Jerry Rust
Jerry Rust
Head, Operations
Quanta Computer
Jerry Rust has 21 years’ experience in manufacturing, service, and reverse logistics and currently serves as Head of Operations for Quanta Computer Inc. managing US operations. His prior roles have been: operations management, supply chain development, service and reverse logistics, and quality.  Jerry has a wide array of business and industry back ...[Read More]

2:50 PM Afternoon Refreshment & Networking Break

General Session

3:30 PM Innovation Spotlight

Creative Boardroom

Creative Boardroom: Retailers (3:30-4:20)

A facilitated strategy and best practice discussion around returns management and reverse logistics optimization from the retailer’s perspective. Spots reserved for the first 15 people. To request yours, contact Paula Conlon at 646.200.7516 or paula.conlon@wbresearch.com

General Session

3:40 PM Panel: Utilizing Secondary Marketplaces: How Do You Achieve The Highest Recovery With The Highest Volume?

Ryan Holden, Senior Manager, Centralized Returns, The Home Depot

Kathy Murphy, Director, Special Markets, Vista Outdoor

Joyce Cruts, Director, Supply Chain Operations – Return Management, Acer

Kevin Graf, GM, North America – Dell Outlet, Dell

Alexandra Amrami, VP, Business Development – North America, PCS Wireless

There are opportunities in the secondary market if you plan for them. Our panel of retailers and manufacturers are here to discuss those very opportunities and the steps they took to maximize recovery on their returned assets. They will share pain points and lessons learned on how to:
  • Take brand limitations and policies into account to come up with the best option for your business
  • Consider barter systems and auctions as out-of-the-box options
  • Understand strategies big box retailers utilize for disposition of products that cannot be returned to an OEM
 Ryan Holden
Ryan Holden
Senior Manager, Centralized Returns
The Home Depot
Ryan has worked for The Home Depot for 14 years in multiple capacities across the organization as an in-store associate to investor relations. He is currently Sr. Manager of Centralized Returns for the Home Depot overseeing the secondary markets business, warranty revenue, and vendor RTV contracts. ...[Read More]

 Kathy Murphy
Kathy Murphy
Director, Special Markets
Vista Outdoor

 Joyce Cruts
Joyce Cruts
Director, Supply Chain Operations – Return Management
Acer

 Kevin Graf
Kevin Graf
GM, North America – Dell Outlet
Dell

 Alexandra Amrami
Alexandra Amrami
VP, Business Development – North America
PCS Wireless
Alexandra heads commercial strategy and purchasing of new, pre-owned and EOL product categories, working directly with PCS's Tier1 Carrier, Retail and OEM partners for the closed market division of PCS Wireless, which processes over 1 million devices annually.

Founded in 2001, PCS Wireless is one of the world's ...[Read More]

Creative Boardroom

Creative Boardroom: Retailers (cont.)

4:20 PM Case Study Revolution: Redefining Returns: Not Just The Cost Of Doing Business

Amy Augustine, Senior Manager, Reverse Logistics, US Cellular

Dayna Bender, Manager, Reverse Logistics Planning, US Cellular

Having trouble convincing your company’s decision makers that returns should no longer be seen as the burdensome cost of doing business? US Cellular has overcome that bias, and members of their reverse logistics team are here to tell you about it. From launching an Integrated Business Planning process to standing up a robust re-commerce strategy, US Cellular has proven that it can: 
  • Drive an internal shift that gets C-levels to recognize the value in returned assets, in the form of both expense reduction and revenue recovery
  • Keep lower inventory yet improve service levels for after-sales device needs 
  • Increase the velocity of reselling to your customer base—cut out the middleman
 Amy Augustine
Amy Augustine
Senior Manager, Reverse Logistics
US Cellular
Ms. Augustine has held the role of Senior Manager of Reverse Logistics for U.S. Cellular® since September of 2013.  In this role, she leads the team that is responsible for the strategy and execution of the reverse supply chain including repair of handsets and tablets and re-commerce of handsets and accessories.  Ms. Augustine has held various ...[Read More]

 Dayna Bender
Dayna Bender
Manager, Reverse Logistics Planning
US Cellular

Dayna Bender has held the role of Manager of Reverse Logistics Planning for US Cellular® since January 2015. In this role, she leads the team that plans the disposition of all returned devices and tablets, and launched the Integrated Business Planning process for the Reverse supply chain. Prior to her work at US Cellular®, M ...[Read More]

5:00 PM One-On-One With HP: Change Starts From Within: Increasing Reverse Logistics’ Visibility In Your Organization

René del Río, Manager, AMS Returns Planning and Strategy, HP

Being in the reverse supply chain can sometimes make you feel like an outsider within your own company. Historically, returns is seen as a dirty word—no retailer or manufacturer wants to admit that customers send items back. Rather than getting the glory of making a sale, your responsibility is recouping as much money as possible to create the smallest amount of loss which, quite frankly, can be a rather thankless job sometimes. But this is changing. With the rate of returns growing, companies are realizing the opportunity to manage the reverse supply chain better to yield maximum recovery. René del Río returns to us this year to discuss the steps HP made to better recognize the value in returned assets, as well as the cultural shift that came along with it, in this intimate interview.
  • Identify and keep your focus consistent—is your goal to drive down or forecast returns?
  • Collaborate with sales to see how they can maintain a customer relationship while working to push back on products that have no reason for a return
  • Produce internal buy-in and integrate yourself into the company model just as much as forward-facing logistics
 René del Río
René del Río
Manager, AMS Returns Planning and Strategy
HP

5:30 PM A Night in Nashville: Music, Moonshine and More

6:30 PM End Of Day 2




















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