Returns Coordinator

Description

Why Block Imaging?

When the unexpected happens: an injury, an illness, an accident, the healthcare professionals that diagnose and treat these issues need tools they can rely on. That’s where Block Imaging comes in. If you’re looking to join a team that not only provides a positive work environment, but also creates a real-world impact, the Block Imaging team is worth your consideration. We are a Michigan-based company that buys, sells, and refurbishes medical imaging systems worldwide. We also stand by these products with replacement parts and field service, and fill interim needs with mobile imaging systems. Right now, we are accepting application for the role of Returns Coordinator, working in our Holt, Michigan facility.

General Job Description:

The Returns Coordinator will be responsible for all aspects of customer communication, follow-up, and sales transactions for medical imaging parts requests. 

Benefits and Perks

We live out our mission, People Matter, through the care and benefits we provide our team. 

Health, Vision, Dental & More: Competitive insurance coverage including - medical, dental, and vision coverage. 

Paid Time Off: Full-time team members start at sixteen days of PTO and receive “people matter” days for volunteering in your community.

Profit Sharing:  Bonuses based on meeting company profitability goals.

Investment Plan/Budgeting: Investment planning with a variety of options for deferrals and a generous company match. And financial planning tools and training.

Tuition Assistance: After three-months of service, Block Imaging will reimburse 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.

Paid Parental Leave: Up to three weeks of paid parental leave following a qualified Family and Medical Leave Act (FMLA) qualified and approved leave.

Environment: Casual dress, BBQs, holiday parties, book clubs, lunch-and-learns, and many more community-driven opportunities to bond as a team and grow as an individual.

Requirements

Essential Functions:

Review all return quality claims to ensure they are triaged properly and validated in a timely manner

• Work alongside team to ensure internal testing is completed
• Secure testing options from vendors when unable to complete validation in house 
• Generate purchase orders and approve payments
• Maintain communication with vendors to ensure sourced quality claims are resolved

Manage the outcome of quality metrics as parts are validated

• Authorize appropriate customer credit once quality determination is made
• Provide quality reporting to customers when invalid claims are discovered
• Update quality documentation for internal monitoring 
• Facilitate customer quality reviews for VP of Parts Sales
• Analyze and update quarterly quality metrics for management review meetings
• Provide Supplier Quality Manager with necessary documentation for vendor quality review

RMA and terms and conditions management for customer/vendor returns/exchanges

• Execute Exchange reminders to customer (transactional, account summary)
• Manage exchange deposit credits and refunds
• Authorize when to apply late return and late exchange processes
• Navigate core extensions on behalf of our customers (and with vendors when applicable)
• Work with customers to negotiate custom restock fees, add bill credits, and unacceptable returns/exchanges on the back end of transactions
• Navigate pain points that arise for customers with the key outcome being relationship development and business growth
• Approve the generation of high dollar add bills to customers
• Manage A/R A/P invoice blocking for incoming returns
• Manage PIF/return doc generation for cores/returns that go directly back to vendor
• Oversee LIMBO shelf items to ensure they come to a resolution 

Oversee vendor exchange reminders and add bills

• Analyze vendor add bills with the goal of reducing spend, negotiating creative solutions
• Approve the payment of vendor add bills

Strategy Management

• Manage the development and growth of our strategy
• Provide monthly performance reporting for activity
• Monitor customer add bill payments to replenish stock of key inventory
• Procure key inventory pieces at the request of the VP of Parts and Service Operations

Process Improvement

• Bi-Weekly RIO meetings process improvement tracking

Development Areas: 

• Grow strategic partnerships for parts validations with locked testing rates, and timelines
• Develop reporting automations for better customer communication (SWP)
• Facilitate data review of quality summaries to chase targeted growth and improvement 
• Fulfill Supplier Quality Managers solution strategies 
• Identify frequently sourced parts with low GP for opportunity
• Develop parts validation model for external customers
• Quote and accept customer PO’s for parts validations 
• Manage testing timelines and return shipping of customer parts
• Provide comprehensive reporting for part validations 

Role Competencies:

• Ability to set and meet goals, meet deadlines, and organize work to be completed in a timely manner
• Solve problems using initiative and critical thinking skills
• Ability to work on concurrent projects and ensure timelines are met
• Capable of building positive working relationships with team members, customers and vendors
• Ability to be flexible and resolve situations with confidence and mature leadership 
• Solution-oriented professional who treats others with dignity and respect
• Team player who will foster communication among teams and share success

Cultural Fit:

Exhibit the Block Core Values of Honor, Growth, Together and Integrity.  Make choices that contribute to the development and reinforcement of the core values. 

Qualifications:

Education: Bachelor’s Degree or equivalent required. Marketing, Finance, Supply Chain, Project Management, General Business, or Management preferred. 

Skills Requirements:

• Ability to persuasively sell products, services, and ideas
• Ability to be assertive and make decisions
• Smart Phone required
• Proficient in Excel, Word, Outlook, keyboarding, and the internet.
• Ability to organize and file both paper and electronic documents 
• interpersonal, negotiation, telephone, writing, and listening
• Analytical skills with the ability to evaluate need, identify options, and negotiate price 
• Ability to work independently and make business related decisions
• Problem Solving
• Maintaining confidentiality

Block Imaging Parts & Service is an Equal Opportunity Employer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions. 

Salary : $1,000 - $2,500