Supervisor, Returns & Resolution - REQ # 1524

Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America, formed as a joint venture between Trane Technologies plc and Mitsubishi Electric US, Inc.

About the role

The Supervisor, Returns and Resolutions leads the Project Returns & Resolutions team and oversees 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.

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.

Requirements

• 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).
• 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.

Pay

The base pay range for this position at commencement of employment is expected to be between $58,400 and $80,300 per year. Base pay offered may vary depending on market location, job-related knowledge, skills, and experience. The total compensation package may also include target bonus plans and discretionary awards.

Benefits

• Eligible employees may enroll in a 401(k) plan and participate in company-sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents.
• 80 hours of vacation per year.
• 56 hours of paid sick leave annually.
• 13 paid holidays throughout the calendar year, depending on hire date.
• Up to 12 weeks of paid or unpaid leave for eligible parental, disability, or emergency situations.