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NA RETURNS MANAGEMENT SPECIALIST

Business Area: Order to Cash

Job Purpose/Mission/Summary

Manages Order 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 operational cost.

Collaborates with cross-functional partners within the Order to Cash 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, warehouse issues, order 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 course of the returns or claims management.

Key Roles & Responsibilities/ Key Job Functions:

  • Returns and Claims Processing
  • Returns and Claims Management
  • Customer Management and Communication
  • Maintain proactive, efficient and effective communication to customers
  • Guarantee compliance of operations
  • 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

Competencies, Skills, Knowledge & 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.
  • Knowledge in SAP is a plus.

Education, Experience & Certifications Basic Requirements:

  • Bachelors Degree Holder in a related field is preferred.
  • Relevant experience in SAP Tool is a plus.
  • Relevant experience with Customer Relationship Management.
  • Depending on geo assignment, shall provide support based on the geography working hours

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