Core Returns Manager at Door Controls USA – Ben Wheeler, Texas

At Door Controls USA, we are always on the lookout for passionate individuals who thrive in dynamic environments. We seek team members who are dedicated to excellence & innovation in the automatic & manual door industry. Ideal candidates should bring a blend of technical skills, customer-focused attitudes, & a willingness to learn & grow with us. Whether you're an experienced professional or just starting out, we offer opportunities to build a rewarding career within a supportive & inclusive workplace.

Guided by our mission of Opening Doors for Generations & grounded in our core values—Available, Reliable, Economic, & Innovative—we strive to make a lasting impact for our customers & communities. Join us in delivering high-quality solutions & services to our customers nationwide.

Benefits Package Offered for full-time employees:

MedicalDentalVisionAccidental InsuranceCritical IllnessSupplemental Life InsuranceShort Term DisabilityLong Term Disability401K + Company MatchLegal Shield

Position Summary

The Core Returns Manager owns the end-to-end core returns program for rebuilt parts, including policy, process, reporting governance, customer compliance, and cross-functional execution. This role applies strong Order-to-Cash and Accounts Receivable leadership practices to ensure accurate RGA processing, timely core recovery, disciplined dispute resolution, and financial exposure control. The Core Returns Manager is accountable for measurable performance outcomes, high-integrity execution, and strong relationships with customers, employees, vendors, and internal stakeholders.

Core Accountabilities (Outcomes Owned)

Reduce overdue/unreturned core exposure and improve on-time core return performance. Ensure accurate, audit-ready core reporting, documentation, and reconciliation. Drive timely resolution of core disputes, short-pays, and billing exceptions. Establish and enforce operating cadence, escalation paths, and standard work. Lead continuous improvement initiatives to reduce leakage and cycle time.

Essential Duties and Responsibilities

1) Program Ownership and Governance

Own the core returns operating model: policies, procedures, controls, and escalation standards. Establish reporting cadence (daily/weekly/monthly) and ensure internal and customer-facing outputs are consistent, accurate, and actionable. Define and maintain documentation standards for RGAs, customer commitments, dispute cases, and billing support to ensure audit readiness. Lead monthly core return performance reviews with leadership; deliver KPI results, insights, root causes, and corrective action plans.

2) Customer Compliance and Relationship Management

Serve as senior point of accountability for core compliance, due dates, and resolution of past-due cores/core purchases. Set expectation-based communication standards that preserve customer relationships while enforcing policy and protecting margin. Develop strategies for repeat-offender accounts, including escalation, corrective actions, and collaboration with Sales/Customer Service leadership. Ensure customer commitments are documented, tracked, and closed with clear follow-through.

3) RGA and Returns Operations Leadership

Oversee daily RGA execution and return workflows to ensure timely processing, accuracy, and proper system entry. Partner with Warehouse/Rebuild/Inventory teams to ensure core receipts, inspection outcomes, disposition, and system updates are completed promptly and correctly. Identify operational bottlenecks and implement process improvements to reduce cycle time and exceptions.

4) Billing, AR Coordination, and Dispute Resolution

Ensure core charges are invoiced accurately and timely with appropriate documentation and terms alignment. Partner with Accounting/AR on dispute routing, credit/rebill governance, unapplied cash issues, and collection actions for unpaid core invoices. Own end-to-end dispute resolution: investigate short-pays, missing documentation, RGA mismatches, receipt discrepancies, and policy exceptions; drive closure with corrective billing actions. Support month-end readiness by ensuring reconciliations and financial exposure reporting are accurate, explainable, and supported.

5) KPI Management and Continuous Improvement

Define KPI targets and drive sustained improvement across: on-time core returns, exposure reduction, billing accuracy, and dispute cycle time. Use trend analysis and root cause methods to identify recurring issues and implement preventative controls. Lead process documentation, training updates, and change management to institutionalize improvements. Promote automation and system enhancements where feasible to increase accuracy and scalability.

6) Team Leadership and Accountability

Lead and develop the Core Returns team through coaching, performance management, and clear accountability standards. Establish individual and team scorecards; monitor performance and execute corrective coaching when needed. Ensure team alignment to operating cadence, documentation discipline, and service-level expectations. Build a culture of reliable follow-through, respectful collaboration, and consistent execution.

7) Cross-Functional and Customer Partnership

Align with Sales, Customer Service, Inventory, Warehouse, Rebuild, and Accounting/AR on shared accountability and handoffs. Participate in or lead cross-functional working sessions to resolve systemic process issues. Collaborate with vendors as applicable to ensure documentation compliance, turnaround expectations, and efficient resolution of exceptions.

Core Values Expectations (How the Work Gets Done)

Together We Thrive: Build strong partnerships; treat everyone with respect; focus on customers, employees, community, and vendors. Do What You Say: Reliable follow-through; commitments are tracked and completed when promised. Do the Right Thing: Ethical, honest, economical, and conscientious decisions; act with integrity and sound judgment. Better Every Day: Continuous improvement mindset; innovate and raise standards. Get’er Done: Tenacious problem-solving; high-quality execution; no half-finished handoffs.

Key Performance Indicators (KPIs)

On-time core return rate and reduction in past-due cores Total $ core exposure (overdue/unreturned) and trend improvement Billing accuracy (invoice error rate; credit/rebill frequency) Dispute cycle time (days to close) and short-pay resolution rate Repeat offender reduction and sustained compliance improvement RGA cycle time and process exception rate Month-end reconciliation variances related to core balances

Qualifications and Competencies

5+ years in Order-to-Cash, Accounts Receivable, Billing/Collections, Returns/RMA/RGA operations, or related functions (manufacturing/parts environment preferred). 2+ years people leadership experience (supervisory/managerial). Strong proficiency in Excel and ERP workflows (billing, credits/rebills, customer master, reporting). Demonstrated capability in dispute resolution, reconciliation, and process control design. Strong communication and relationship management skills; able to enforce policy professionally. Highly organized, deadline-driven, and comfortable working with competing priorities. Proven continuous improvement mindset with measurable results.

Working Conditions

Office/operations environment with frequent coordination across departments. Occasional time-sensitive periods (month-end, audits, escalations) may require schedule flexibility.