Returns Coordinator

Summary Statement

Otto Bock Health Care is a leading global supplier of Prosthetics and Orthotic products for people with disabilities.  Our vision is to help people maintain or regain their freedom of movement. We work towards this aim by providing outstanding innovation and technological leadership, a large range of services and the global presence of our sales and service network.

We are currently looking for Returns Coordinator to join our Operations team in Burlington, Ontario, Canada.  This is a full-time permanent position offering a competitive salary and company sponsored benefits.

The Returns Coordinator is responsible for the end-to-end management of the product return process. This role ensures that all returned goods are received, evaluated, and processed in accordance with company policy to maintain inventory accuracy and customer satisfaction. The role primarily focuses on S5 returns, with the expectation to learn and eventually assume responsibility for S4 returns.

Duties & Responsibilities

Primary Focus: S5 Returns Processing

• Evaluation: Receive and inspect all incoming S5 product returns to determine condition and eligibility.
• Documentation: Complete Return Notifications and data entry within the SAP database.
• Inventory Restoration: Order replacement boxes or missing components required to bring items back to "saleable" condition.
• Credit Management: Issue customer credits and re-shelve items once the return process is finalized.
• Escalation: Collaborate with Sales and the Operations Manager regarding items that fall outside the return window or are in non-storable condition.
• Tracking: Maintain accurate logs and tracking of all S5 returns as per Ottobock policy.

Future Development: S4 Returns (Training Phase)

• Warranty Verification: Unpack and examine incoming S4 warranty shipments, verifying contents against invoices or bills of lading.
• Compliance: Follow established S4 processes to verify warranty compliance and code against Field Monitoring Reports (FMRs).
• Collaboration: Work with MASC and the Returns Department to determine specific courses of action for credits.
• Disposition: Coordinate with the sales team on "goodwill" credits for items outside of warranty and manage the return of items to the point of origin for further technical inspection.

General Operations Support

• Inventory Accuracy: Identify discrepancies between physical returns and inventory records, taking appropriate corrective action.
• Documentation: Maintain complete shipping and receiving documentation for all returned regulated products or hazardous materials.
• Investigation: Investigate lost or damaged return shipments and process necessary adjustments.

Additional Duties

• Other duties as assigned based on business and operational needs.

Qualifications

• College or Technical School diploma with a focus on logistics, inventory control, materials management, or equivalent work experience.
• Direct experience or high aptitude for SAP (Integrated Systems/Management Reporting) and Microsoft Office (Intermediate Excel).
• Strong problem-solving skills and the ability to resolve complex return/credit discrepancies.
• Excellent verbal and written communication skills for interacting with Sales, Operations, and Customers.
• Ability to perform repetitive heavy lifting (up to 50 lbs) and navigate a warehouse environment.
• High level of accuracy in data entry and mathematical calculations.

Benefits

This is a full-time permanent position offering a competitive salary and company sponsored benefits.

Ottobock Health Care is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, Ottobock Health Care will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment process.