Returns & Resolutions Leader

Mitsubishi Electric US, Inc.

Suwanee (GA)

On-site

USD 58,000 - 80,000

Full time

14 days+

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Benefits offered by this job

401(k) plan

Health, Dental, Vision Insurance

Paid time off + holidays

Job summary

Mitsubishi Electric Trane HVAC US LLC is seeking a Supervisor, Returns & Resolutions in Suwanee, GA to lead the Returns & Resolutions team and oversee post-order activities including credits, debits, freight claims, and OS&D claims. You will drive process improvements, ensure policy adherence, and coordinate with warehouses, logistics, accounting, sales and supply chain.

The role requires 5+ years in order management or related fields, 2+ years of people leadership, and strong MS Office skills.

Qualifications

Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field preferred.
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.
Experience with continuous improvement methodologies such as Lean, Kaizen, or Six Sigma preferred.
Strong customer service and conflict-resolution skills.
Strong communications skills, both oral and written.
Proficient in MS Office Applications (Excel, PowerPoint, Word, Outlook).

Responsibilities

Lead the Project Returns & Resolutions team and oversee the efficient management of product returns, credits, debits, freight claims, OS&D claims, mis-shipments, and other post-order resolution activities.
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: RGA, credits/debits, freight claims, OS&D claims, mis-shipments, replacements and reorders, product quality escalations, obsolete/ 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.