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

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
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
Receive Requests
Process inventory transactions (check-in)
Perform physical receiving and quantity verification
Capture Serial/Lot numbers for received units
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
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
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
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

#SiOps

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.