Senior Coordinator - Customer Returns

Rolls-Royce•Brownstown, IN

10d•$84,351 - $137,071•Onsite

About The Position

The Senior Coordinator - Customer Returns is the operational owner of the spare parts returns process for the Americas, ensuring that customers receive timely, accurate credits and that every return is handled with precision and professionalism. This role sits at the intersection of After Sales, Logistics, and Quality - managing the end-to-end returns workflow from eligibility tracking and inspection through system reconciliation and continuous improvement. As a key customer-facing role within the Brownstown operations team, the Senior Coordinator plays a direct role in protecting customer satisfaction and maintaining the high service standards Rolls-Royce Power Systems is known for.

Requirements

Associate's degree in Business, Engineering or Supply Chain with 4+ years of experience in After Sales, Logistics, and/or Quality, OR
Bachelor's degree in Business, Engineering, or a Supply Chain with 2+ years of experience in After Sales, Logistics, and/or Quality, OR
Master's degree in Business, Engineering, or Supply Chain, OR
JD/PhD in Business, Engineering, or Supply Chain, OR
6+ years of experience in After Sales, Logistics, and/or Quality in lieu of a degree
Must be a U.S. Citizen or U.S. Permanent Resident.
Applicants must be authorized to work for any employer in the U.S. without sponsorship.
We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

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, with experience training customers, distributors, and internal staff on returns processes and systems.
Proven ability to identify process inefficiencies and lead continuous improvement initiatives independently, with strong organizational skills and the ability to manage multiple concurrent priorities in a fast-paced, customer-facing environment.

Responsibilities

Own the end-to-end customer returns process for the Americas - manage return eligibility, track open returns and expiration dates, create packing slips, coordinate ID creation for internal and external users, and ensure customers receive accurate credits in a timely manner.
Lead cross-functional coordination - serve as the primary liaison between Parts Sales, Order Administration, Material Planning, FICO, Purchasing, Warehouse, and Quality teams to facilitate communication, problem identification, and resolution throughout the returns process.
Conduct quality inspection and claim validation - visually inspect returned parts, coordinate with Quality to determine claim validity and material disposition, create inspection reports, and maintain discrepancy reports to monitor transactions and rejections by customer.
Maintain system accuracy and reporting - record and report return transactions in corporate systems, correct material number and posting errors, prepare customer-facing service letters, and produce regular reports on return activity and performance.
Drive continuous improvement and compliance - audit return processes for efficiency and customer satisfaction, lead CI initiatives, instruct customers and distributors on returns systems and processes, and promote a culture of compliance in all areas of responsibility.

Benefits

base pay
discretionary bonus plan
health, dental, vision, disability, life and accidental death & dismemberment insurance
a flexible spending account
a health savings account
a 401(k) retirement savings plan with a company match
Employee Assistance Program
Paid Time Off
certain paid holidays
paid parental and family care leave
tuition reimbursement
a long-term incentive plan