Customer Claims Resolution Specialist

2 weeks ago

Westminster, Colorado, United States NESCO Inc Full time

Position Overview:

NESCO Inc is on the lookout for a committed and proficient Customer Claims Resolution Specialist to become a vital part of our global shared services team.

In this role, you will be tasked with efficiently managing and addressing customer disputes and concerns, ensuring resolutions are achieved in a timely and satisfactory manner.


Key Responsibilities:

Complex Dispute Management:

Investigate and resolve intricate customer disputes and issues related to product or service quality, billing discrepancies, shipping challenges, and other customer-related matters with professionalism and empathy.


Team Collaboration:

Work closely with internal departments such as sales, order administration, product management, finance, credit & collections, cash applications, and operations to gather necessary information and collaborate on effective solutions for customer disputes.


Analytical Problem Solving:

Assess complex situations and devise innovative solutions to ensure customer issues are resolved satisfactorily while safeguarding the company's interests.


Record Keeping:
Maintain precise and comprehensive records of customer interactions, investigations, and resolutions within the company's CRM system.

Issue Escalation:

Elevate unresolved or complicated disputes to higher management levels within the organization, providing thorough background information to facilitate resolution.


Continuous Improvement:

Offer insights and feedback to management regarding recurring customer disputes, process inefficiencies, and ongoing enhancements in customer service and operational processes.


Customer Satisfaction Focus:

Aim to meet or surpass customer satisfaction targets by promptly addressing concerns, demonstrating empathy, and ensuring a positive overall customer experience.


Tax Adjustments:
Process credits/debits to rectify taxation errors.

Special Initiatives:
Engage in testing scenarios for special internal system improvements.

Qualifications & Experience:


A 2-4 year degree is preferred; additional education or training in claims processing, business administration, accounting/finance, software delivery, or supply chain management is advantageous.

1-2 years of experience in claims management, accounting, order administration, sales support, or related fields is preferred but not mandatory.
Experience in customer service, dispute resolution, order administration, accounting/finance, sales support, or a related area is preferred.
Possess an empathetic and patient approach to managing customer concerns and resolving disputes.
Exhibit strong organizational skills, attention to detail, and accuracy in data entry and order processing.

Demonstrate excellent communication skills, both written and verbal, to effectively interact with customers and internal teams while conveying a positive, service-oriented attitude.

Ability to thrive in a fast-paced environment, prioritize tasks, and meet deadlines.
Possess problem-solving and critical-thinking skills to effectively resolve order-related issues.
Experience with a leading Enterprise Resource Planning (ERP) system is a plus.
Familiarity with Salesforce CRM systems and other relevant software applications is beneficial.
Proficiency with Google Chrome, Gmail, Google Apps, Microsoft Office/Suite, and Data Load is advantageous.
Strong problem-solving capabilities and the ability to think critically in high-pressure situations.
Exhibit sound judgment in resolving issues and proactive problem-solving with a strong attention to detail.

General abilities and skills expected to be developed in this role:
Experience with Salesforce and Oracle
Solid understanding of reverse logistics/accounting and overall Order-to-Cash processes
Good understanding of and adherence to trade compliance and revenue recognition compliance
Basic knowledge of tax corrections
Exceptional customer service skills


NESCO Inc is committed to providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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