Product Returns Coordinator (fixed-term contract)

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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