Specialist, Customer Quality Claims

General Summary

As a Customer Claims Specialist in India you willBe the central point of contact for customer complaints & claims RMA Returns Replacement Credit management Quality notifications.

Research Analyze and participate in resolving customer complaint claims related to but not limited to order entry product quality shipment of material or logistics errors. Ensure all claims are loaded into ERP & CRM systems and assigned based on level of complexity and severity.

Ensure proper and timely responses are provided to customers and internal teams based on review of claims. Ensure customer requirements and expectations are clearly and accurately identified and follow up on the required action items & resolutions.

Maintain liaison relationships across several cross functional teams such as Quality Engineering Operations Sales Field engineers Product line management Customer service and Logistics.

Duties & Responsibilities

• Central point of contact for customer complaints RMA returns replacement credit management quality notifications.
• This process consists of but not limited to Claims D365 Case Management SAP Sales Order and SAP Quality notifications processing. Authorization and coordination of return and warranty orders credit and debit requests. Tracking of shipments including proof of deliveries. Acts as the internal point of escalation for these issues.
• Validate & Analyze the complaints collect accurate information and documents (material ID S/N test results problem descriptions Photos/Pictures of Product/Box/Package label signed POD Checklist etc.) to proceed with a claim
• Entry of the Z1 notification into the SAP system update complaint details and update CRM D365.
• Communicate and Collaborate with internal department (including Sales Product Line Management Manufacturing Shipping Transportation Engineering and Quality ) for Quality & Claims investigation and actions required to support and identify best solutions to customers urgent needs.
• Need to be able to understand follow procedures and work instructions and not to deviate without valid reasons.

• Coordinate with internal and external customers regarding the status of the corrective action & investigation report approvals to completion
• Process SAP Return Materials Authorization RMA and Coordinate the return with the cross-region logistics departments.
• Process SAP Replacement orders for defective products carrier damages missing material etc. to customers. Follow progress of replacement order possess proactive and agility in identifying prompt alternatives to support fast paced line down situations at customers sites. and escalate urgencies when necessary to completion
• Process SAP Credit/ Debit notes and submit all credit requests for Z1s to Credit Financial Services
• Process Labor claims charges from customer by summarizing case details for approval request from PLM and Finance processing
• Update complaint status to customers and follow up with customer for satisfaction with response before complaint case closure.
• Update and Close the complaint in D365 and SAP Z1 notifications (where applicable) upon completion of all action items.

• To perform data analysis reporting trends of products regional trends back to specific Customers and other duties as assigned

• Assist Quality team with coordinate and process Product Recalls from Customers locations
• Follows business procedures pertinent to the compliance effective and efficient operations of our claims & quality process
• As a team member effectively manages and prioritizes workload and provides back up support to peers within and across regions
• Able to work during CST US timezone.

SKILLS REQUIRED

Include demonstrated competencies and physical mental & interpersonal skills.

• Above average proficiency and has hands on experience in business to business (B2B) setting ERP SAP SD S/4 HANA MS Office (Outlook Word Excel PowerPoint etc.) MS Outlook MS Teams CRM Microsoft Dynamics D365
• Bachelors Degree and equivalent experience required with at least 3 to 5 years of work experience in similar position or Customer Claims/Complaints/ Service/ Support/ Order fulfillment or RMA return management environment.
• Experience in a Distribution center and/or manufacturing environment handling finished products (preferred wireless OEM assemblies or electronic products) in earlier jobs is highly preferred.
• Knowledge of the manufacturing process schedules and scheduling requirements and logistics.
• Basic knowledge on quality system tools ISO9000 is a plus
• Strong and concise verbal and written communication skills in English.
• Must have good coordination skills. Who can coordinate with internal or external customers effectively.
• Able to apply critical thinking as this is not just a data entry job
• Must be detail oriented in regard to product quality product specifications and operational procedures SAP processes as they relate to addressing and resolving problem reported issues
• Good verbal and written communications skills interpersonal skills to communicate with Customers PLMs Operations
• Excellent customer management skills negotiation and problem resolution skills. Experience in conflict resolution
• Ability to enter detailed data from source documents into various databases with speed and a high degree of accuracy.
• Possess strong analytical critical and logical thinking & factual analysis skills
• Ability to manage multiple detailed projects to a successful end while working under tight time deadlines.
• Ability to communicate effectively in English both verbally and in writing with a wide variety of internal and external parties
• Must be able to work independently with integrity and without the need of a lot of daily supervision
• High level of Honesty and Integrity is critical
• Able to understand and follow procedures accordingly without deviation