Main Purpose:

The Customer Service Coordinator (Returns) will manage the end-to-end material returns process for Caesarstone UK, ensuring efficient coordination of pick-up, return, and rebooking of engineered stone and porcelain slabs into stock. This role also oversees RMA authorization, credit note release, debt collection and payment matching (including over-the-phone follow-ups), new customer setup and master data maintenance, credit hold management, and purchase order creation. The position requires close collaboration with internal teams and external customers to maintain accurate records, support financial processes, and deliver a positive customer experience.

Key Responsibilities:

Returns Management

• Manage the full returns process for Caesarstone UK, including coordinating pick-up, returns, and rebooking of engineered stone and porcelain slabs into stock.
• Complete returns processing accurately through the online system.
• Liaise with internal teams (Customer Service, Finance, Operations/Warehouse) to ensure smooth execution.
• Authorize RMAs (Return Merchandise Authorizations) and facilitate release of relevant credit notes to external customers (stone fabricators).
• Communicate with external customers via email when necessary to resolve return-related queries.

Customer Service & Administration

• Support new customer setup and maintain accurate master data records.
• Handle credit hold procedures in line with company policies.
• Create and manage purchase orders (POs) as required.

Debt & Payment Management

• Conduct debt collection activities, including matching payments and following up with customers via phone.
• Collaborate with Finance to ensure timely payment reconciliation and maintain accurate records.

Additional Duties

• Develop a strong understanding of Caesarstone business processes and products.
• Continuously seek opportunities to improve the efficiency of the returns process and overall customer experience.

Qualifications & Skills:

• Proven experience in customer service, returns management, or related roles.
• Strong organizational and multitasking abilities.
• Excellent communication skills, both written and verbal.
• Attention to detail and accuracy in data entry and reporting.
• Ability to work collaboratively with internal teams and external customers.
• Knowledge of debt collection and PO creation is an advantage

Shore Xtra Perks

• Day 1 HMO Coverage
• Attendance Bonus – Get a chance to earn Php 5,000 every pay run for consistent, perfect attendance.
• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Arrangement:

Work Set-up: Onsite | Monday - Friday 12:00pm - 9:00pm