Customer Claims Representative
2 months ago
Location:- Westminster, Co (Hybrid)
Duration:- Contract 3+ Months (W2 Accepted)
This person must be in office on Tue/Wed/Thru in Westminster
Top skills:
- Problem resolution
- Excellent written & verbal communication skills
- Detail oriented
We are seeking a dedicated and skilled Intermediate-Level Customer Claims Representative to join our dynamic and global Trimble shared services team. As a Customer Dispute Management Representative, you will be responsible for effectively managing and resolving customer disputes and concerns in a timely and satisfactory manner. Your role will involve investigating internal and external customer complaints and claims, communicating with various internal teams, and ensuring that customer issues are resolved in alignment with company policies and customer satisfaction goals.
Job Responsibilities:
- Complicated Dispute Resolution: Investigate and resolve more complicated customer disputes and concerns related to product or service quality, billing discrepancies, shipping issues, and any other customer-related concerns in a professional and empathetic manner.
- Collaboration: Liaise with internal teams such as sales, order admin, product managers, financial controllers, credit & collections, cash applications, and operations to gather relevant information and collaborate on finding appropriate solutions to customer disputes.
- Problem Solving: Analyze complex situations and find creative solutions to ensure that customer issues are resolved to their satisfaction while maintaining the company's best interests.
- Documentation: Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the company's CRM system.
- Escalation: Escalate unresolved or complex disputes to higher levels of authority within the organization while providing comprehensive background information to aid in their resolution.
- Continuous Improvement: Provide feedback & insights to management on recurring customer disputes, process inefficiencies, ongoing improvements in customer service and operational processes. Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.
- Tax Corrections: Issue credits/debits to correct taxing errors.
- Special Projects: Participate in testing scenarios for special internal system enhancements.
- 2-4 Year Degree preferred; additional education or training in claims processing, business administration, accounting/finance, software delivery or supply chain management is a plus.
- 1-2 years experience in claims management, accounting, order administration, sales support, or related work is preferred but not mandatory.
- Experience in customer service, dispute resolution, order administration, accounting/finance, sales support, or a related field is preferred.
- Empathetic and patient approach to handling customer concerns and resolving disputes.
- Strong organizational skills, attention to detail and accuracy in data entry and order processing.
- Excellent communication skills, both written and verbal, to interact effectively with customers and internal teams while conveying a positive, service-oriented attitude.
- Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines. Problem-solving and critical-thinking abilities to resolve order-related issues effectively.
- Experience with a top tier Enterprise resource planning (ERP) system a plus. Familiarity with Salesforce CRM systems and other relevant software applications a plus.
- Experience with Google Chrome, Gmail, Google Apps, Microsoft Office/Suite, Data Load a plus.
- Strong problem-solving skills and the ability to think critically in high-pressure situations.
- Exercise sound judgment to resolve issues, and proactive problem-solving w/strong attention to detail.
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