• Return Materials Authorization Administrator

    Location US-MI-Troy
  • Overview

    Guardian Glass, a major business unit of Guardian Industries, is one of the world’s largest manufacturers of float, coated and fabricated glass products. At its 25 float plants around the globe, Guardian Glass produces high performance glass for use in exterior (both commercial and residential) and interior architectural applications, as well as transportation and technical products. Guardian glass can be found in homes, offices, cars and some of the world’s most iconic architectural landmarks. The Guardian Glass Science & Technology Center continuously works to create new glass products and solutions using the most advanced technology to help customers see what’s possible™. Visit for more information.




    Responsibilities & Expectations

    • Maintain Customer Focus by capturing & following through with North American fails for all plants, Logistics, & Sales department
      • Entering Quality, OTIF, & Customer Service fails into the CAP system
      • Ensuring that Monthly Accumulations are accurate and entered in a timely manner
      • Following credits through the entire process of completion so that customers are “paid” in a timely manner (14 days)
      • Following up with Quality Manager’s, Credit Processors, and OSMs to maintain the 14 Day expectation
      • Communicate any updates to the appropriate CAMs
      • Work with ISM to standardize and formalize an aligned and linear CAP, credit, and return authorization process
    • Identifying trends in all aspects of the Customer experience
    • Work with the Quality Team to follow the CAP through to Closing
      • Coordinate any additional information, documentation, etc. required/requested by plants to close a CAP
      • Supply information from Quality Managers to CAMs
    • Create long term value by creating a broad picture of strong & weak points of the Inside Sales Department
      • Weekly reporting on KPIs such as order entry errors, pricing errors, Policy CAPs, Aged Inventory, and open credits older than 14 days
      • Meet with ISMs monthly to discuss/report on the Inside Sales department (possible improvements to CAP process, areas for progress, etc.)
      • Assist in the promotion of alignment of the Customer Service team to meet Order Entry & Pricing Error goals
    • Assist ISM-Create educational material for Inside Sales for the CAP process, pertinent information, changing processes involving RMA role, Quality, etc.
      • -Developing a Quality Training to help Inside Sales better identify and assist customers in Quality issues
      • -Assist in training new CAMs in the CAP process (entry, OTIF, credits, debits, monthly accumulatios)
      • -Be available for any needed assistance and questions about the CAP Process, credits, etc.
      • -Bring trends in order entry & pricing errors in individuals to the attention of the ISMs in driving Continuous Improvement and Knowledge
    • Driving Down Short Pays
    • Special Projects
    • Maintain consistency with MBM® Principles & exceed requirements for role
    • Master Control
      • Learn the Master Control system before launch for the North American plants in Q3 of 2018
      • Assist in training and education of GBS – Troy for launch
      • Act as SME for N.A., specifically the Troy location
      • Be a continuous point of contact for any additional training, help materials, questions, help, for GBS – Troy


    Qualifications and Education Requirements

    • Bachelor’s degree in Business Administration
    • Pays attention to details, take initiative, organized
    • Experience with Microsoft Office Suite


    Preferred Skills

    • Experience in Customer Service and/or Supply Chain

    What do we have to offer?

    If you have been looking for an environment where people are valued, entrepreneurial spirit is boundless and opportunities for success are based on merit, and if you want to add value to your company, then Guardian Industries may be the place for you.


    We offer competitive compensation and a wide variety of benefits including health/dental/life insurance, prescription coverage, STD and optional LTD, paid vacation and holidays, and a 401 (k) with a $1 for $1 match up to 7%. For more information visit us at   Guardian Industries is an Equal Opportunity Employer.  


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