What are the responsibilities and job description for the Claims Coordinator position at The Magnet Group?
Description
FLSA Classification
Hourly
Reports to
Customer Service Manager
Hours
Monday – Friday 8:00-4:30
JOB DESCRIPTION
Summary/objective
The Claims Coordinator is responsible for monitoring and reducing the number/dollar amounts of adjustments or credits. This position also analyzes data on trends or repetitive errors/issues and recommends changes/requests investigations into specific areas of concern.
- Monitor & coordinate all incoming claims/ refunds so that they are processed quickly and efficiently.
- Coordinate Sample item returns to stock as well as returned shipments boxes with respective teams
- Investigates and determines cause of customer concerns; negotiates resolution
- Contacts customers and provide supportive documentation to internal departments to work out details of each particular order to finalize reasons for the dispute, and proper handling for future orders
- Establishes whether internal process changes need to occur
- Process and monitor Freight Carrier claims for late/damaged goods
- Field questions/concerns post order shipment/invoicing
- Assist Accounting in resolving billing adjustments/discrepancies to carrier freight bills
- Process and enter adjustments into system software as needed
- Prepares redo orders to replace merchandise that is deemed unacceptable due to error or carrier damage claims as needed
- Assists customers with details/education on placing redo orders for mistakes made outside of company
- Determine discount available to distributors for redo orders
- Assists Accounting with short paid invoices to determine if a credit is needed
- Contacts customer to resolve any disputed invoices
- Maintain focus on continuous improvement through researching and sourcing innovative, cost-efficient business solutions
- Maintain excellent customer service and communication to customer throughout claim resolution.
- Relay continued patterns sited by particular items, print methods or processes of concern to management for further review.
- Assist customer service team with phone calls, emails, chats and other daily support as directed by management.
QUALIFICATIONS
Required
- High School Diploma or G.E.D.
Preferred, but not required
- Minimum three to five years customer service experience
- Minimum one year shipping/receiving experience
- Team building
- Conflict resolution
- Negotiation skills
- Good interpersonal relationships
- Proven analytical skills, as well as good oral and written communication skills
- Demonstrated customer service and problem-solving abilities
- Strong organizational skills and ability to work independently
- Proficient in Microsoft Office, specifically Word and Excel
- Good decision-making ability and listening skills
- Excellent presence on the telephone
- Graphics Arts/Art knowledge
- Mathematical thinking
- Proven attention-to-detail
- Ability to multitask
- Time Management
Work environment
- Climate controlled environment
Physical demands
- While performing the duties of this job, the associate is frequently required to stand, walk, climb, stoop, talk, hear, reach, grasp with hands, feel, and sit. The associate is occasionally required to kneel, push and pull to move objects.
- The associate must exert up to 5 pounds of force occasionally and/or a light amount of force frequently to lift, carry, push, pull, or otherwise move objects.
- Specific vision abilities required by this job include concentrated attention and close vision, far vision, color vision, depth perception and the ability to bring object into sharp focus.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.