Responsibilities
- Claims and Return Management
- Team Leadership
- Owning the overall dashboard for the claims & Penalties teams
- Coordinate the workload based on the incoming claims & Penalties and set main success criteria.
- Asses the team performance through following up on individual KPIs and set Team objectives
- Act as SPOC (single point of contact) for team regarding productivity projects and BU needs & Follow ups
- Manage Returns
- Follow up on notifications about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.) and follow up on alignments on issue resolution with the customers
- Follow up on approvals for delivery note from Sales team and Inform the delivery driver for pick up of goods
- Manage Refusals
- Follow up on order refused after reaching customer premise
- Validate the customer credit claim in system and validate the claims team work by validating the documents and steps.
- Handle Penalties
- Follow up on Penalties team performance & Deliverables
- Setup & continuous improvement of tool for tracking penalties (including analytics for penalties)
- Budget monitoring & Reporting and consolidate respective end-of-month findings
- Process Management
- Design and Maintain processes and SOP
- Ensure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approval
- Define a framework for updating the SOPs and manage change request for updating SOPs
Qualifications
- Proficiency in English and French (written and spoken C1)
- Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management
- Min 3 – 5 years of experience managing a complex administrative team reviewing the eligibility of legal requirements for documents and the compliance of the claims.
- Working Knowledge of MRP required (pref. SAP)
- Working Knowledge of Power Apps/BI or similar reporting dashboard software preferable
- Excel & Office package advanced knowledge mandatory
To apply click here
Leave feedback about this