Returns Management Specialist

Responsibilities :

The Returns Management Specialist is responsible to manage Returns and Claim activities from customer request receipt until closure of RMA (credit or non-credit) and drives timely resolution of any roadblocks/issues preventing Lexmark from meeting customer requests and incurring unnecessary and unplanned operational cost.

It is expected that he/she collaborates with cross-functional partners within the various Lexmark network to ensure customer satisfaction by providing timely and proactive request status reporting, driving effective and efficient issue resolution on issues affecting customers’ requests (approval delays, logistic and warehouse issues, system errors) while adhering to Lexmark rules, audit requirements and international regulations for each country.

He/she also communicates regularly with internal and external stakeholders through several channels during the course of the returns or claims management.

Returns and Claims Processing

Receive returns requests from customers/requesters.

Review and validate requests against established returns policies and requirements.

Determine the appropriate price to credit the customer with reference to established customer programs.

Route request to appropriate approvals with the necessary attachment to ensure that it will be processed on time.

Reviews possible exemptions outside of established programs that will be raised further for country approval.

Ensure that the customer is provided with a copy of the Returns Authorization (RA) and Returns Label or the Return Authorization (RA) Number is communicated to the customer accordingly.

Urgently attends to the request requirements to attain agreed service level agreements.

Returns and Claims Management

Educating the Sales Contact and Customers in the Returns Process and Requirements, updates that impacts requests.

Ensure accountability and follow through on issues that causes delay of requests to be processed such as but not limited to (approval lead time, customer requirements submission, warehouse system integration issues, reverse logistic challenges, etc).

Investigates and communicates to customer all issues or discrepancies that may arise in the requests to get approval on how to proceed with processing their returns requests.

Analyze and resolve issues that prevents the full closure of the RA in SAP such as (iDoc issue, Partial Warehouse Receipt, Warehouse Integration Issue, etc) and raise resolution to the appropriate team.

Works with customer to ensure that requests captures all necessary information for the facilitation of logistics and Returns Center (KN) support.

Manage unauthorized returns/claims receipt in the Returns Warehouse.

Communicate proactively to internal and external customers on the status of their requests until credit as applicable.

Escalate as necessary to the appropriate channel to ensure that service levels are adhered and issues are resolved.

Analyze Country/COMs requirements and work collaboratively to meet such requirements.

Investigates and analyze the validity of the claims like damaged shipment, and financial claims like price protections, promotions, and price difference with reference to pricing cable, sales/special bids, promotions, stock rotation, and inventory overstock.

Ensure that open Return Authorizations (RA) are monitored consistently for customers to return the items within the internal timeline of 60 days and that credit has been issued accordingly.

Actively provide support to initiatives/projects impacting Returns Process.

Customer and Process Stakeholder Management & Communication

Serve as primary point of contact for internal / external customers when managing return requests within the returns to credit process and work internally within the Lexmark network to ensure all roadblocks are addressed in a timely manner.

Maintain regular touchpoints with internal and external customers via 1:1 / group meetings to ensure constant alignment of expectations, as well as to work collaboratively on continuous improvement initiatives with cross functional teams.

Inform customers/primary contacts/request initiators in a proactive and timely manner as to the updates of the requests.

Provide proactive and timely communication and follow-up to customers on status reporting, issue resolution and continuous improvement, among others.

Ensure good communication and collaboration with cross-functional teams in order to provide accurate information to the customer and resolves issues on time.

Resolve external and internal customer complaints/escalations with a sense of urgency.

Leverage on tools/system information and reporting to provide proactive communication to the customer.

Regularly updates customer profile to ensure compliance on process controls set.

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