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RETURNS MANAGEMENT SPECIALIST

Business Area: Order to Cash

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Job Purpose/Mission/Summary

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.

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.
  • 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 be able to establish a professional and working relationship with his internal customers as well as the process owners.

Education, Experience & Certifications Basic Requirements:

  • Bachelors 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 with distribution, logistics and order management processes is a plus.
  • Sound administrative skills.

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