Non-Warranty Claims Specialist

Position Objective :

The Non-Warranty Claims Specialist will manage the customer experience in EMEIA by handling and supporting all operational transactions for the Compression Technologies and Services Business. They will coordinate and process non-warranty claims across departments and geographical locations in order to ensure we meet our commitments to the customer.

Principal Responsibilities :

• Process non-warranty claims and product returns in compliance with the Business Unit policies within the service level objectives.

• Coordinate cancellation requests with supplier/customer in order to avoid any discrepancy / excess in inventory.

• Provide high quality service through efficient use of all Oracle functionalities related to order fulfillment and relative to customer activity.

• Maintain strong relationship with all stakeholders involved: warehouse, order management, sales, logistics, marketing, supply chain, warranty, technical support, data management and finance.

• Conduct root cause analysis and initiate corrective actions by using Lean Six Sigma methodology.

• Identify and participate in improvements to procedures, documentation, communications, etc., particularly in relation to Non-Warranty Claims.

• Share information and provide regular reports on processed claims (volume, type, value, reason codes, etc.) for the Compression Technologies and Services (CTS) SBU.

• Manage customer expectations and positively influence customer satisfaction by clearly communicating our commitments (i.e. problem resolution), and keeping internal and external customers informed of status of claims, issues, resolution etc.

• Ensure that all requested support is provided to meet monthly revenue target.

Job Scope :

Processing of non-warranty claims.

Knowledge:

• Associate’s Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred.

• 3 years’ experience in service / customer facing role.

• Make tactical decisions based on data and balanced judgments.

• Proficient in MS Office applications and experience with ERP.

• In addition to being Fluent in English, language capabilities in one or multiple other European languages is desired.

Key Competencies:

• Strong experience in a customer facing role / previous exposure to the Service Industry preferred

• Previous experience conducting business analysis is an advantage.

• Self-motivated, assertive individual, problem solver and teamwork oriented.

• Understanding of operations and the supply demand flow is beneficial.

Travel Requirements : 0% - 5%

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