Returns and Claims Customer Service Specialist

2 months ago

Duluth, Georgia, United States Nichiha USA, Inc Full time
Job Overview

Position Title: Customer Service Claims and Returns Coordinator

Department: Customer Service

Position Summary: The Customer Service Claims and Returns Coordinator plays a crucial role in overseeing product returns, damages, losses, and warehouse claims. This position entails meticulous data entry, verification, and logistical support. The Coordinator is dedicated to delivering exceptional customer service to both internal and external clients by leveraging comprehensive knowledge of company offerings and effective communication with colleagues across customer service, project coordination, and logistics.

Key Responsibilities:

  • Investigate return requests and assess damage or shipping discrepancies.
  • Utilize sound judgment to evaluate claims in accordance with company policies, reviewing evidence provided by customers and internal teams.
  • Calculate accurate weights and dimensions for brokers and carriers to secure freight estimates for returns.
  • Efficiently navigate IFS, Salesforce, and G Suite shared drives to gather necessary documentation related to orders, projects, and customers for claims processing.
  • Initiate returns and file claims with brokers, carriers, and third-party logistics providers.
  • Utilize Salesforce for processing credits and managing claims.
  • Maintain communication with customers, customer service representatives, project coordinators, and internal stakeholders throughout the claims process.
  • Proactively monitor claims and returns, documenting updates as required.
  • Collaborate with the Credit team to ensure timely processing of credits for claims and returns.
  • Regularly follow up with carriers regarding submitted claims.
  • Document both paid and unpaid claims in Salesforce for record-keeping.
  • Ensure customer satisfaction by responding promptly to inquiries and providing effective solutions to concerns.
  • Deliver timely and accurate feedback to various departments and management concerning claim-related issues, making both incoming and outgoing calls as necessary.
  • Assist with biannual physical inventory alongside the Customer Service and Logistics teams.

Qualifications:

  • Experience in customer interactions via email, phone, or in-person.
  • Strong multitasking, prioritization, and time management skills.
  • Ability to independently resolve problems while collaborating effectively within a team.
  • Familiarity with logistics and shipping processes.
  • Experience in order entry and management.
  • Demonstrated organizational capabilities.
  • Exhibit sound judgment in decision-making.
  • Exceptional written and verbal communication skills.
  • Technical proficiency.

Education and Experience:

  • A two-year degree or equivalent experience is preferred.
  • Prior experience with ERP systems, Salesforce, and G Suite is advantageous.

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