Senior Coordinator - Customer Returns
$84,351–$137,071 year
On-siteBrownstown, Indiana, United States
Job Summary
Own the end-to-end customer returns process for the Americas, managing return eligibility, tracking open returns and expiration dates, creating packing slips, and coordinating ID creation to ensure customers receive accurate credits in a timely manner. Lead cross-functional coordination as the primary liaison between Parts Sales, Order Administration, Material Planning, FICO, Purchasing, Warehouse, and Quality teams to facilitate communication and resolution throughout the returns workflow. Conduct quality inspection and claim validation by visually inspecting returned parts, determining claim validity, creating inspection reports, and maintaining discrepancy reports to monitor transactions and rejections. Maintain system accuracy by recording return transactions in corporate systems, correcting material number and posting errors, preparing customer-facing service letters, and producing regular reports on return activity and performance. Drive continuous improvement by auditing return processes for efficiency, leading CI initiatives, instructing customers and distributors on returns systems, and promoting a culture of compliance. This role sits at the intersection of After Sales, Logistics, and Quality within the Brownstown operations team.
Required Qualifications
- Associate's degree in Business, Engineering or Supply Chain with 4+ years of experience in After Sales, Logistics, and/or Quality
- Bachelor's degree in Business, Engineering, or a Supply Chain with 2+ years of experience in After Sales, Logistics, and/or Quality
- Master's degree in Business, Engineering, or Supply Chain
- JD/PhD in Business, Engineering, or Supply Chain
- 6+ years of experience in After Sales, Logistics, and/or Quality in lieu of a degree
- U.S. Citizen or U.S. Permanent Resident
- Authorized to work for any employer in the U.S. without sponsorship
Desired Qualifications
- Knowledge of internal combustion engines, electronics, and logistics processes
- Hands-on experience with SAP in an After Sales, Logistics, or Quality environment
- Experience managing spare parts returns, including return eligibility tracking, quality inspection, claim validation, and credit processing in a manufacturing or industrial after sales environment
- Ideally with knowledge of RRPS/mtu products, policies, and procedures
- Strong data management and reporting skills, with proficiency in MS Office Suite (Excel, Access, Word) and experience maintaining accuracy across corporate systems including SAP
- Detail-oriented with a commitment to system integrity and documentation compliance
- Demonstrated ability to coordinate cross-functionally across Logistics, Quality, Finance, and Customer Service teams
- Experience training customers, distributors, and internal staff on returns processes and systems
- Proven ability to identify process inefficiencies and lead continuous improvement initiatives independently
- Strong organizational skills and the ability to manage multiple concurrent priorities in a fast-paced, customer-facing environment
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.