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Business Area: Order to Cash

Key Roles and 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.

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. Communicates regularly with internal and external stakeholders through several channels during the returns or claims management.

Key Roles and Responsibilities: 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. Manage the returns of their own customer portfolio and follow through on the closure of the request. Ensure accountability and follow through on issues that cause delay of requests to be processed such as but not limited to (approval lead time, customer requirements submission, warehouse system integration issues). Investigates and communicates to customers 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 prevent 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 customers to ensure that requests capture all necessary information for the facilitation of logistics and Returns Center (KN) support. Works with customers to ensure that requests capture all necessary information for the facilitation of logistics and Returns Center (KN) support. Manage unauthorized returns/claims received in the Returns Warehouse to create an RMA and release Credit Note to the customer as exceptions. 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 or beat 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 weekly for customers to return the items within the internal timeline of 60-days and that credit has been issued accordingly for the returned items. Proactively address delays in the returns process to prevent request to age beyond the required Service Level. Ensure that Returns Authorizations (RA) ageing greater than 55-days are investigated and acted on before closure on the 60th day as per defined procedures. Actively provide support to initiatives/projects impacting Returns Process. Customer Management and 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 Order to Cash 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 and 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; e.g. Order Management, Finance, COE, Sales, AR, Warehouse etc. to provide accurate information to the customer and resolve 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 / customer bible to ensure all peculiarities are captured when managing customer’s orders. Job Environment Works extensively with cross-functional teams within the organization. Must be able to assert herself within an organization to seek cooperation and be able to initiate other groups to enact the recommended actions. Also, he must be able to express clearly to the different process owners the needs of his internal customers. Must be flexible in his schedule to attend to ad-hoc and emergency situations. Must be decisive and quick in responding to escalated situations. Must be able to work in a team and establish a professional and working relationship with his internal customers and the process owners. Competencies, Skills, Knowledge and Abilities: Able to apply effective customer service skills such as managing customer’s expectations, projecting a positive and collaborative attitude, documenting concerns and providing regular and timely updates, empathic communication and listening skills, establishing connection and relationship, resolving complaints with a sense of urgency, handling difficult customers and building trust with customers. Can effectively communicate with local and international stakeholders, across different levels in the organization. Working knowledge of Problem Solving and Quality Improvement tools/methods. Basic to Advanced MS Excel knowledge, collect relevant, sizable, timely data and provide accurate, actionable reporting and analysis; use basic statistical, mathematical and logical analytics tools for actionable recommendations and effectively defines the root cause. Highly independent and proficient in time management and multi-tasking. Must be flexible in his schedule to attend to ad-hoc and emergency situations.  Must be decisive and quick in responding to escalated situations. Must be able to work in a team and establish a professional and working relationship with his internal customers and the process owners. Education, Experience & Certifications Basic Requirements: Bachelor’s Degree Holder in a related field is preferred. Relevant experience with Customer Relationship Management. Experience with transactional operations execution to defined service level agreements and quality. Knowledge and experience in finance, business and economics. The individual will be involved in client/stakeholder interactions. Background in distribution, logistics and order management processes is a plus. Sound administrative skills.

You may send your application to recruitment@lexmark.com.

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