Regional RMA Manager - Americas

The RMA Manager is responsible for overseeing the management and resolution of Return Merchandise Authorizations (RMAs) across the Americas region. As a key member of the Customer Service team, this role focuses on coordinating return processes, analyzing return data to identify trends and root causes, and driving continuous improvement initiatives to enhance product quality and customer satisfaction. The RMA Manager plays a vital role in ensuring compliance with regional and international standards, leveraging return insights to reduce costs, mitigate risks, and improve overall product reliability. The manager collaborates closely with engineering, quality, logistics, and other relevant teams to implement corrective and preventive actions, refine return procedures, and foster ongoing improvements that support customer loyalty and operational efficiency. Effective communication with customers regarding RMA processes, status updates, and resolutions is a critical aspect of this role.

Work You'll Do:

• Manage the end-to-end RMA process, ensuring timely and accurate handling of product returns, repairs, and replacements across the Americas.

• Communicate proactively and effectively with customers regarding RMA procedures, status updates, and resolutions to ensure high levels of customer satisfaction.

• Analyze return data to identify trends, root causes, and opportunities for product or process improvements.

• Collaborate with engineering, quality, logistics, and other relevant teams to resolve product issues identified through RMAs.

• Develop and implement policies, procedures, and workflows to streamline RMA operations and reduce return rates.

• Drive corrective and preventive actions based on return analysis to improve product quality and reduce recurrence of issues.

• Maintain documentation for audits, inspections, and continuous improvement initiatives.

• Provide regular reports on RMA trends, resolution metrics, cost analysis, and improvement initiatives to management.

Team:
This role will be part of the Customer Service team, working closely with cross-functional departments to enhance RMA processes and customer satisfaction.

Basic Qualifications:

• Education in Engineering, Business Administration, or a related field.

• Proven experience in RMA management, product returns, or related quality roles, ideally in mechanical engineering or machinery industries.

• Strong analytical, problem-solving, and organizational skills.

• Excellent communication skills in English.

• Ability to work under pressure and manage multiple priorities across regions.

• Strong project management skills and experience coordinating cross-departmental initiatives.

• Willingness to work in international or cross-cultural environments.

Preferred Qualifications:

• Experience with international logistics and compliance standards.

• Knowledge of quality management systems and continuous improvement methodologies.

• Ability to adapt to changing priorities and work effectively in a dynamic environment.

Who we are:

Coperion is an industry leader in compounding and extrusion, feeding and weighing, bulk material handling and service, bringing a wealth of know-how and experience to the market. Customers benefit from Coperion's divisions of Polymer, Equipment & Systems, and Service that are optimally networked on a global basis to offer ultimate support in the design, manufacturing and implementation of ideal systems. Staffed by engineers, chemists, technicians and a variety of industry experts, these Divisions form a powerhouse of process solutions for their customers.Coperion is an Operating Company of Hillenbrand.

Hillenbrand (NYSE: HI) is a global industrial company that provides highly-engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose - Shape What Matters For Tomorrow - we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders. To learn more, visit: www.Hillenbrand.com.

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at recruitingaccommodations@hillenbrand.com . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".