Returns Manager

Job Description


The role has 4 primary functions :

1. To drive improvement opportunities and continually challenge both Eaton internally and the Customer to minimise all types of Debits and returns
2. To resolve customer disputes in line with existing Company Policies and maintain pending debits at an acceptable level
3. To reduce the cost to the business and reduce the overall volume of debits received
4. Drive change management in the E2E process flows to ensure a lean working model
5. Proven experience in using problem solving techniques to enable root cause analysis and resolution

ESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)

• Work closely with the Budapest Returns team to ensure Processing KPIs are met
• Develop and implement robust policies and procedures through collaboration with all functions and impacted sites
• Identify opportunities to reduce backlog and improve process efficiency
• Affect a culture change with our Customers by influencing through others, customer visits and daily communication.
• Promoting and obtaining adherence to the Debits and Returns policy both internally and externally
• Implemented process for Customer Debit rejection and challenge customers where claims are invalid
• Work cross functionally with key Stakeholders, Process leaders and their teams to conduct Root cause analysis
• Identify improvement opportunities and document, implement and cement new ways of working
• Work closely with FSS team to ensure Debits are appropriately actioned in a timely manner and KPIs are met. Ensure Ledger is managed appropriately
• Ensure Credits are raised in line with Eaton policies
• Review and update of Master Data in SAP
• Deliver Training sessions to all Customer facing colleagues
• Customer visits to target priority branches. Voice of the Customer and explain the policy/new ways of working to obtain buy in
• Provide Quality Department with key management information regarding products issues
• Eradicate Non-Value Add activities


5. Describe any specialized knowledge or skill which your position requires:
• Negotiating with customers at a management level
• Ability to find root causes and lead/implement changes
• Knowledge of Returns processes and key pressure points

6. Describe all other aspects of your position that you feel are important and which have not been adequately covered (i.e. unique problems encountered, special freedom to take action, critical outside contacts, exceptional working conditions etc.)

• To have confidence of character to represent the UK Returns and its results to internal senior colleagues
• To be self-motivated and highly organised with high attention to detail, with a high capacity to handle change and uncertainty
• To have good self-management and time management skills
• Unusual working hours sometimes required when business volumes are high
• To have the ability to think issues through, anticipate problems and take action to prevent them or minimize their impact
• Experience in Customer communication at a high level and corrective action processes
• Competent IT literacy including intermediate+ skills with Excel, Word & Outlook
• A willingness for self-motivated learning
• A commitment to the Eaton Leadership Model (or similar) values & approaches to support personal and team growth
• Ability and confidence to work at a management level
• Able to occasionally work in other Eaton locations and attend off site meetings as required with customers and other Eaton teams

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Sales

Region: Europe, Middle East, Africa
Organization: Sales EMEA

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time