Key Responsibilities Returns Management • Manage and process aftermarket customer return requests, including RMAs, credits, replacements, and return authorizations. • Review return requests for accuracy, eligibility, documentation, and compliance with Brembo return policies. • Coordinate with customers, sales teams, warehouse operations, quality, and finance to ensure timely resolution of returns. • Track return status from request through final disposition. • Identify recurring return issues and communicate trends to internal teams for corrective action. • Support root cause analysis related to incorrect shipments, damaged goods, warranty concerns, cataloging issues, or customer order errors. • Maintain accurate return records and reporting within ERP, CRM, or other internal systems. • Help improve return processes to reduce cycle time, improve visibility, and enhance customer satisfaction. E-Commerce Support • Support daily e-commerce order flow, including order review, processing, tracking, and issue resolution. • Work with internal teams and external customers to resolve e-commerce order discrepancies, shipping issues, payment or credit questions, and product availability concerns. • Monitor customer portals, online order platforms, and marketplace-related activity where applicable. • Ensure product, pricing, availability, and order data are accurate across relevant systems. • Assist with e-commerce customer onboarding, portal navigation, and order support. • Partner with sales, customer service, product management, and supply chain teams to improve the digital customer experience. • Help identify opportunities to streamline order processing, improve response times, and reduce manual work. Customer & Internal Support • Serve as a key point of contact for assigned customers regarding returns, e-commerce order issues, and aftermarket service inquiries. • Provide timely, professional, and accurate communication to customers and internal stakeholders. • Support sales team members with customer follow-up, account issue resolution, and order/return visibility. • Collaborate with product management on fitment, catalog, and application-related questions. • Work closely with logistics and warehouse teams to resolve shipping, receiving, and inventory concerns. • Assist finance with credit memo support, deduction research, and return-related documentation. Reporting & Process Improvement • Prepare regular reports related to returns, credits, e-commerce order issues, and customer service metrics. • Track KPIs such as return cycle time, open RMA aging, credit processing time, order issue resolution, and customer response time. • Identify process gaps and recommend improvements to increase efficiency and customer satisfaction. • Support continuous improvement initiatives within the Aftermarket organization. • Maintain organized records, documentation, and standard operating procedures for returns and e-commerce support activities. Required Qualifications • 2+ years of experience in automotive aftermarket, customer service, returns management, e-commerce operations, order management, or related field. • Strong understanding of automotive aftermarket customers, distribution channels, and order fulfillment processes. • Experience working with ERP, CRM, customer portals, or order management systems. • Excellent communication, follow-up, and problem-solving skills. • Strong attention to detail and ability to manage multiple tasks simultaneously. • Proficiency in Microsoft Office, especially Excel, Outlook, and Teams. • Ability to work cross-functionally with sales, logistics, finance, product, and customer service teams. • Professional customer-first mindset with the ability to handle urgent or sensitive issues effectively. Preferred Qualifications • Experience with automotive brake components, performance parts, or replacement parts distribution. • Familiarity with e-commerce platforms, B2B portals, marketplace order processing, or digital catalog systems. • Experience with SAP, Microsoft Dynamics, Salesforce, Power BI, or similar business systems. • Knowledge of return authorization processes, credit memo workflows, warranty support, and claims processing. • Understanding of automotive cataloging, part numbers, fitment data, ACES/PIES, or product application data. • Experience supporting national retailers, warehouse distributors, e-commerce customers, or large aftermarket accounts. • SAP Key Competencies • Customer Focus • Problem Solving • Attention to Detail • Accountability • Communication • Cross-Functional Collaboration • Process Improvement • Sense of Urgency • Data Accuracy • Aftermarket Business Understanding