A winning formula for reverse logistics

摘要

Thinking about handling your returns in-house? Read on to see how the Spiegel Group has turned reverse logistics into a best practice. For Distribution Fulfillment Services (DFS), the Columbus, Ohio-based distribution arm of the Spiegel Group, the successful handling of returns is every bit as important as filling orders for customers. After all, Spiegel and Eddie Bauer, the brands supported by DFS, receive nearly 6 million returns a year. That many packages definitely commands special attention. "Managing returns is all about keeping a promise made to a customer," says Brad Grimsley, senior vice president for operations support and development at DFS. "Our job is to get a return back to the fulfillment center and credit the customer's account within 14 calendar days, and then reclaim as much of that merchandise for resale as possible."