Returns Coordinator

Description

Who we are:

Block Imaging serves the healthcare community by providing multi-vendor imaging service, imaging parts, and refurbishing imaging equipment to customers around the globe.

If you look at the desks and workstations of our team members across the globe, from California to Florida to France to Japan, you’ll likely see the phrase, “People Matter.” The mission that started in a small town in Michigan expands every day as our growing global team serves patients by extending the life of medical imaging equipment. You can see it in how we prioritize building up our team as well as our approach to compassionate customer service to the healthcare community.

We know there is a future team member for this role who wants to share in our mission - could it be you?

Are you the person who is going to fill this role?

Handle all aspects of customer communication, follow-up and sales transactions for medical imaging parts requests.

You’d Love To Join Our Team Because

• We provide ongoing professional development and instruction because growth is one of our core values.
• We offer competitive benefits and perks.
• We believe in the power of having fun and have a regular calendar of ways for team members can connect and build community.
• The medical imaging industry is a stable and growing worldwide market. Pulling in over $40 billion in revenue in 2023, the medical imaging industry is anticipated to grow by 4.9% by 2030.
• We are jointly owned by Siemens Healthineers® and CommonSpirit Health® while we continue to maintain our core values which were developed over the course of 26 years as a family-owned company.
  
  

Requirements

Essential Functions:

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

• Work alongside Technical Operations Lead, and VP of Parts and Service Operations 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 (Renovo, PartsSource)
• 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

• Attend bi-weekly AllParts/Block accounting review meeting
• Send cores to vendor from QT (AdvSrc, NEW, and escalated vendors)
• Analyze vendor add bills with the goal of reducing spend, negotiating creative solutions
• Approve the payment of vendor add bills
  
  

AdvSrc Strategy Management

• Manage the development and growth of our AdvSrc strategy
• Quarterly highly requested parts review
• Provide monthly performance reporting for AdvSrc 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
• AdvSrc:
• AdvSrc CA
• AdvSrc TX
• AdvSrc parts contract support
• AdvSrc SERV support
• Identify frequently sourced parts with low GP for AdvSrc 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 Growth, Integrity, Honor and Together. 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.

Minimum Physical Expectations

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.
• Sitting or standing for long periods of time
• Physical activity that requires keyboarding, typing and reading on a computer, sitting, phone work and filing.
• Talking on the telephone and in person.
• Physical activity that sometimes involves lifting over 25 lbs. but not more than 50 lbs.
  
  

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.