Customer Service Claims and Returns Coordinator
1 month ago
Job Summary:
The Customer Service Claims and Returns Coordinator is a key member of our customer service team, responsible for managing product returns, damage, loss, and warehouse claims. This role requires excellent communication skills, attention to detail, and the ability to work independently in a fast-paced environment.
Key Responsibilities:
- Research and resolve return requests, damage, and warehouse shipping errors or loss claims.
- Provide accurate weights and measurements to brokers and carriers to obtain freight quotes for returns.
- Navigate through IFS, Salesforce, and the G Suite shared drive for documents and information on the order, project, and customer to tie all into a claim or return.
- Responsible for creating returns, filing claims with brokers, carriers, and 3PL warehouse.
- Use Salesforce to process credits and claims.
- Communicate with customers, customer service, project coordination, and internal stakeholders throughout the life of a claim.
- Proactively follow up on claims and returns and document updates as needed.
- Work with the Credit team to ensure that credits for claims and returns have been processed and sent.
- Consistently follow up with carriers on submitted claims.
- Log paid and unpaid claims in Salesforce for documentation.
- Maintain customer satisfaction by responding to emails and providing prompt responses and effective solutions to their concerns.
- Provide timely and accurate feedback to various departments and management regarding claim issues.
Requirements:
- Experience interacting with customers through email, phone, and face-to-face.
- Ability to multi-task, prioritize, and manage time effectively.
- Ability to independently problem-solve and function well in a team environment.
- Knowledge of or experience with logistics/shipping.
- Order entry/order management experience.
- Proven organizational skills.
- Exercise good judgment.
- Excellent written and verbal communication skills.
Preferred Qualifications:
- 2-year degree or equivalent amount of experience.
- Prior experience with an ERP system, Salesforce, and G-Suite.
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