Returns Management Specialist

3 days ago

Cebu City, Central Visayas, Philippines Lexmark Full time

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Responsibilities :

Job Summary:

The Returns Management Specialist (RMS) plays a critical role in the Claim to Closure process within the Order to Cash department. This position is responsible for managing customer returns and claims from initiation to resolution, ensuring timely and accurate processing in compliance with Lexmark's global standards and KPIs. The RMS supports revenue recovery, customer satisfaction, and operational efficiency through effective coordination, issue resolution, and stakeholder communication.

Key Responsibilities:

Claims Order Processing

  • Process return and claim requests from submission to credit note release.
  • Create Return Material Authorizations (RMAs) in a timely and accurate manner.
  • Monitor return item pickup and delivery status.
  • Ensure compliance with defined KPIs for RMA creation and credit note issuance.

Returns Claims Management

  • Investigate and resolve unauthorized returns received at the warehouse.
  • Coordinate with internal teams to either process or reject unauthorized items.
  • Identify and mitigate risks related to product quality and customer behavior.
  • Support controls to safeguard company cash and assets.

Customer Service

  • Communicate effectively with external customers and internal stakeholders.
  • Provide timely and accurate updates regarding return and claim status.
  • Ensure high levels of customer satisfaction through professional correspondence.
Key Deliverables:
  • On-time RMA creation and credit note release.
  • Accurate documentation and resolution of return issues.
  • Improved return rate revenue and cash safeguarding.
  • Positive customer and stakeholder feedback.
Core Competencies:

  • Functional:

    • Intermediate: Claims Order Processing, Returns Claims Management
    • Basic: Customer Service & Correspondence

  • Behavioral:

    • Timeliness and Accuracy
    • Process Proficiency
    • Issue Resolution
    • Customer Focus
Qualifications:

  • Education:
    Bachelor's degree in Accountancy or Management Accounting (preferred)

  • Experience:
    Minimum of 2 years in Finance, Accounts Receivable, or Accounting-related functions
    SAP knowledge is an advantage

How to Apply ?

Are you an innovator? Here is your chance to make your mark with a global technology leader.  Apply now

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