Returns Specialist, Sales Support
- Oak Brook, IL
- Permanent
- Full-time
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at .The Returns Specialist plays a key role in managing Return Merchandise Authorization (RMA) requests from initiation to final resolution. This role requires strong organizational skills, meticulous attention to detail, and proactive cross-functional coordination. The ideal candidate is responsive, adept at navigating vendor return policies and internal systems, and committed to ensuring a smooth, timely, and accurate returns process for all stakeholders.Key ResponsibilitiesManage End-to-End RMA Process: Oversee the complete lifecycle of RMA requests-including initiation, vendor submission, tracking, and resolution-ensuring accuracy and timeliness at every step.Vendor & Client Communication: Serve as the primary point of contact for vendors, internal teams, and clients regarding RMA status updates, return instructions, and issue resolution.Issue Resolution & Escalation: Identify and escalate RMA denials, delays, or exceptions in a timely manner to maintain return SLAs and ensure customer satisfaction.Return Logistics Coordination: Generate shipping labels, coordinate return shipments, and confirm receipt with vendors or internal warehouses.Documentation & Recordkeeping: Maintain clear, thorough records of all RMA activities, ensuring traceability and transparency across departments.Policy Compliance: Ensure all return processes adhere to vendor-specific policies and internal procedures.Cross-Functional Collaboration: Work closely with Sales Support, Finance, Customer Service, and Warehouse teams to streamline return operations and resolve discrepancies.Continuous Improvement: Proactively follow up on outstanding returns and identify process inefficiencies to improve future workflows.Required Qualifications & ExperienceEducation: High school diploma or equivalent required; associate's or bachelor's degree in Business Administration, Supply Chain Management, or related field is a plus.Experience:2+ years of experience in returns processing, RMA management, or logistics coordination.Familiarity with return workflows within a supply chain, distribution, or customer service environment.Experience with vendor-facing communication and negotiation.Soft Skills:Strong organizational and problem-solving skills.Excellent written and verbal communication.Ability to work independently and manage multiple return cases simultaneously.Attention to detail and commitment to process accuracy.#LI-HYBRID#LI-DH1Share this job:Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at https://www.xerox.com/en-us/jobs/connection and explore our commitment to connection and belonging! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxTARecruiting@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.© 2025 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.