Supervisor, Returns & Resolution - REQ

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Mitsubishi Electric Trane HVAC US LLC is looking for a Supervisor, Returns & Resolutions in Suwanee, Georgia.

The Supervisor, Returns and Resolutions is responsible for leading the Project Returns & Resolutions team and overseeing the efficient management of product returns, credits, debits, freight claims, OS&D claims, mis-shipments, and other post-order resolution activities. This role ensures consistent execution of company policies, drives continuous improvement initiatives, and serves as a key liaison between customers, warehouses, logistics, accounting, sales, and supply chain teams.

• Establish clear performance expectations and conduct regular performance reviews, coaching sessions, and career development planning.
• Manage staffing, workload balancing, vacation approvals, and day-to-day team operations.
• Foster a culture of accountability, customer focus, continuous improvement, and operational excellence.
• Oversee all project returns and resolution activities, including:
  • Return Goods Authorizations (RGA)
  • Credits and Debits
  • Freight Claims
  • OS&D Claims
  • Mis-Shipments
  • Replacements and Reorders
  • Product Quality Escalations
  • Obsolete and Phased-Out Material Requests
• Ensure cases are resolved accurately, efficiently, and in accordance with established policies and procedures while acting as an escalation point for complex customer issues and high-risk resolution cases.
• Monitor case backlogs and aging reports to drive timely closure of open items.
• Ensure compliance with financial controls, inventory requirements, and company policies.
• Develop, maintain, and enforce standard operating procedures, policies, and work instructions for returns and resolution processes.
• Assist in continuous improvement initiatives focused on reducing resolution cycle times, eliminating waste, and improving customer experience.
• Support implementation and sustainment of standardized workflows across all METUS distribution centers.
• Drive alignment between departments regarding ownership, accountability, and resolution procedures.
• Facilitate regular operational reviews to address recurring issues, trends, and corrective actions.
• Monitor and report key performance indicators including:
  • Resolution Cycle Time
  • Aged Open Cases
  • Return Volume
  • Credit/Debit Processing Accuracy
  • SLA Adherence
  • Customer Satisfaction Metrics
  • Root Cause Trends
• Prepare and present performance updates, improvement initiatives, and business insights to leadership.
• Other duties as assigned.

• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field preferred.
• 5+ years of experience in order management, returns, logistics, customer resolutions, or supply chain operations.
• 2+ years of direct people leadership experience.
• Experience managing returns, credits, debits, freight claims, inventory discrepancies, or customer escalations.
• Experience with continuous improvement methodologies such as Lean, Kaizen, or Six Sigma preferred.
• Strong customer service and conflict-resolution skills.
• Strong communications skills, both oral and written.
• Proficient in MS Office Applications (Excel, PowerPoint, Word, Outlook).
• Proven planning, problem-solving, and business logic abilities.
• Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

The base pay range for this position at commencement of employment is expected to be between $58,400 and $80,300/year however, base pay offered may vary depending on multiple individualized factors, including…