Senior Coordinator - Customer Returns

About the Role

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.

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.

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.
• U.S. Citizen or U.S. Permanent Resident; authorized to work for any employer in the U.S. without sponsorship.

Preferred Qualifications

• 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.

About Rolls-Royce Power Systems

Power Systems is the Rolls-Royce business which provides world-class power solutions and complete life-cycle support under our product and solution brand mtu. Through digitalization and electrification, we strive to develop drive and power generation solutions that provide answers to the challenges posed by the rapidly growing societal demands for energy and mobility. We deliver and service comprehensive, powerful, and reliable systems based on both gas and diesel engines, as well as electrified hybrid systems. These technologically advanced solutions serve our customers in the marine and infrastructure sectors worldwide.

Pay

$84,351 - $137,071 annually.

Benefits

• Comprehensive and competitive Total Rewards package including base pay and a discretionary bonus plan.
• Health, dental, vision, disability, life, and accidental death & dismemberment insurance.
• Flexible spending account and health savings account.
• 401(k) retirement savings plan with a company match.
• Employee Assistance Program.
• Paid Time Off, certain paid holidays, and paid parental and family care leave.
• Tuition reimbursement.
• Long-term incentive plan.

Eligibility for benefits may vary depending on date of hire and employment type.