RETURNS - CLAIMS COORDINATOR

TITLE: Returns-Claims Coordinator   

POSITION OBJECTIVE: Records, processes and evaluates reports of customer issues to merchandise to be returned to manufacturer, or credited to the customer account, because of defects, shipping errors, damages or other product /service issues by performing the following duties. 

QUALIFICATIONS:

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate’s degree (A.S.) from a two-year College or University; AND one to two years related experience and/or training; or equivalent combination of education and experience.

To perform this job successfully, an individual should have knowledge of Microsoft Excel, Microsoft Word, and Microsoft Outlook software.

Proficiency in SAP is preferred as daily use of SAP will be required in this position.

Ensure consistent, dependable attendance and demonstrate a willingness to accommodate non-standard work hours as necessary.

Capable of effectively managing job-related stress and fostering productive workplace interactions.

JOB RESPONSIBILITIES:

Issue Return of Good Authorizations to customers and distribution partners as related to damages or overstock of product(s).

Make sure that MMP freight and claims policies and procedures are being followed.

Assist customer’s and carriers as necessary to resolve missing freight, appointment or other delivery issues;

File claims with freight carriers and assure reimbursement from carriers as applicable.

Track shipments and provide Proof of Deliver (POD) to customers upon request.

Responsible for responding to, and adjudicating, claims from customers relative to shortages and damages in transit.

Issue credit memo’s, reship shortages when necessary, and invoice customers for overages relative to customer validated claims.

Review aging reports for discrepancies, i.e. open RGA’s or shipping errors, and work with the Accounts Receivable department to manage chargebacks and ensure proper reporting by customers and validity of customer deductions.

Maintain open lines of communication with Texas, West Virginia, and Tennessee facilities as it pertains to freight and claims issues.

Resolve any customer service problems with shipping and inform Returns and Claims Specialist of any on-going problems with particular manufacturing/distribution facilities, carriers, or customers.

WORK ENVIRONMENT CONDITIONS SUBJECTED TO IN THIS POSITION:

Work in smoke-free, office setting.

Interacts with customers and employees within corporate headquarters.

Mobility and availability required to complete meetings.