Johnson Controls
Product Returns Coordinator (fixed-term contract)
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What you will do
CEM Systems, a Johnson Controls company and a leading provider of access control and integrated security management solutions, is seeking a Product Returns Coordinator to support the efficient management of customer product returns.
The successful candidate will coordinate the end-to-end returns process, working closely with customers and internal teams to ensure products are repaired, replaced, or resolved in a timely manner. This role is essential in maintaining customer satisfaction, supporting key accounts, and ensuring operational continuity within the Security Products team.
How you will do it
- Manage and coordinate the product returns (RMA) process from receipt through to resolution.
- Act as the primary point of contact for customers regarding return enquiries and status updates.
- Liaise with Technical Support, Engineering, Manufacturing, Quality, Logistics, and Customer Service teams to drive timely outcomes.
- Track and maintain accurate records of all return cases within business systems.
- Monitor return backlogs and proactively escalate delays or issues.
- Produce reports on return volumes, turnaround times, and outstanding actions.
- Support continuous improvement initiatives to enhance customer experience and operational efficiency.
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What we look for
- Previous experience in a coordination, customer service, logistics, order management, or operations support role.
- Strong organisational and administrative skills with excellent attention to detail.
- Experience using ERP, CRM, or case management systems.
- Excellent communication and stakeholder-management skills.
- Proficiency in Microsoft Office applications, particularly Excel and Outlook.
- Ability to manage multiple priorities in a fast-paced environment.
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Desirable
- Experience with product returns, warranty claims, repairs, or RMA processes.
- Experience within a manufacturing, technology, electronics, or security products environment.
Key Competencies
- Customer Focus
- Organisation and Planning
- Problem Solving
- Attention to Detail
- Collaboration
- Accountability
Why Join Us?
This is an opportunity to play a key role in ensuring a positive customer experience and supporting the delivery of world-class security solutions. By facilitating the efficient resolution of product returns, you will help strengthen customer relationships and contribute to the success of a globally recognised business.
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