Customer Claims Senior Analyst

Responsibilities

• Complicated Dispute Resolution: Investigate and resolve more complicated customer disputes and concerns related to product or service quality, billing discrepancies, shipping issues, and any other customer-related concerns in a professional and empathetic manner.
• Collaboration: Liaise with internal teams such as sales, order admin, product managers, financial controllers, credit & collections, cash applications, and operations to gather relevant information and collaborate on finding appropriate solutions to customer disputes.
• Problem Solving: Analyze complex situations and find creative solutions to ensure that customer issues are resolved to their satisfaction while maintaining the companys best interests.
• Documentation: Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the companys CRM system.
• Escalation: Escalate unresolved or complex disputes to higher levels of authority within the organization while providing comprehensive background information to aid in their resolution.
• Continuous Improvement: Provide feedback & insights to management on recurring customer disputes, process inefficiencies, ongoing improvements in customer service and operational processes.
• Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.
• Tax Corrections: Issue credits/debits to correct taxing errors.
• Special Projects: Participate in testing scenarios for special internal system enhancements.

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