Full job description 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.

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.
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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