Supervisor, Returns & Resolution - REQ # 1524

Mitsubishi Electric US • Suwanee, GA

4d • Onsite

About The Position

The Supervisor, Returns and Resolutions is responsible for leading the Project Returns & Resolutions team and overseeing the efficient management of product returns, credits, debits, freight claims, OS&D claims, mis-shipments, and other post-order resolution activities. This role ensures consistent execution of company policies, drives continuous improvement initiatives, and serves as a key liaison between customers, warehouses, logistics, accounting, sales, and supply chain teams.

Requirements

• 5+ years of experience in order management, returns, logistics, customer resolutions, or supply chain operations.
• 2+ years of direct people leadership experience.
• Experience managing returns, credits, debits, freight claims, inventory discrepancies, or customer escalations.
• Strong customer service and conflict-resolution skills.
• Strong communications skills, both oral and written.
• Proficient in MS Office Applications (Excel, PowerPoint, Word, Outlook).
• Proven planning, problem-solving, and business logic abilities.
• Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

Nice To Haves

• Experience with continuous improvement methodologies such as Lean, Kaizen, or Six Sigma preferred.

Responsibilities

• Establish clear performance expectations and conduct regular performance reviews, coaching sessions, and career development planning.
• Manage staffing, workload balancing, vacation approvals, and day-to-day team operations.
• Foster a culture of accountability, customer focus, continuous improvement, and operational excellence.
• Oversee all project returns and resolution activities, including: Return Goods Authorizations (RGA), Credits and Debits, Freight Claims, OS&D Claims, Mis-Shipments, Replacements and Reorders, Product Quality Escalations, Obsolete and Phased-Out Material Requests.
• Ensure cases are resolved accurately, efficiently, and in accordance with established policies and procedures while acting as an escalation point for complex customer issues and high-risk resolution cases.
• Monitor case backlogs and aging reports to drive timely closure of open items.
• Ensure compliance with financial controls, inventory requirements, and company policies.
• Develop, maintain, and enforce standard operating procedures, policies, and work instructions for returns and resolution processes.
• Assist in continuous improvement initiatives focused on reducing resolution cycle times, eliminating waste, and improving customer experience.
• Support implementation and sustainment of standardized workflows across all METUS distribution centers.
• Drive alignment between departments regarding ownership, accountability, and resolution procedures.
• Facilitate regular operational reviews to address recurring issues, trends, and corrective actions.
• Monitor and report key performance indicators including: Resolution Cycle Time, Aged Open Cases, Return Volume, Credit/Debit Processing Accuracy, SLA Adherence, Customer Satisfaction Metrics, Root Cause Trends.
• Prepare and present performance updates, improvement initiatives, and business insights to leadership.
• Other duties as assigned.

Benefits

• 401(K)
• medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents
• 80 hours of vacation per year
• 56 hours of paid sick leave annually
• 13 paid holidays throughout the calendar year
• up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Manager