CUSTOMER SERVICE CLAIMS AND RETURNS COORDINATOR - Nichiha : Job Details

Position - Customer Service Claims and Returns CoordinatorDepartment - Customer ServiceLocation - Johns Creek, GA (Hybrid Role)Position Summary: The Customer Service Claims and Return Coordinator is responsible for managing product returns, damage, loss and warehouse claims. This includes data entry, data verification, and logistical coordination support. The Customer Service Claims and Returns Coordinator is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and procedures as well as communicating effectively with team members within the customer service, project coordination and logistics departments. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for researching return requests, damage and warehouse shipping errors or loss claims.
• Provide judgement on claims based on company guidelines and by reviewing pictures and documents provided by customers and internal sources.
• Provide accurate weights and measurements to brokers and carriers to obtain freight quotes for returns.
• Navigate through IFS, Salesforce and the G Suite shared drive for documents and information on the order, project, and customer to tie all into a claim or return.
• Responsible for creating returns, filing claims with brokers, carriers, and 3PL warehouse.
• Use Salesforce to process credits and claims.
• Responsible for communicating with customers, customer service, project coordination and internal stakeholders throughout life of a claim.
• Proactively follow up on claims and returns and document updates as needed.
• Work with the Credit team to ensure that credits for claims and returns have been processed and sent.
• Consistently follow up with carriers on submitted claims.
• Log paid and unpaid claims in Salesforce for documentation.
• Maintain customer satisfaction by responding to emails and providing prompt responses and effective solutions to their concerns.

• Provide timely and accurate feedback to various departments and management regarding claim issues. Take incoming and make outgoing calls in a timely manner to provide a high level of service.
• Assist with physical inventory twice a year with the Customer Service and Logistics teams.

QUALIFICATIONS

• Experience interacting with customers through email, phone and or face to face
• Ability to Multi-task, prioritize and manage time effectively
• Ability to independently problem solve and function well in a team environment
• Knowledge of or experience with logistics / shipping
• Order entry / order management experience
• Proven organizational skills
• Exercise Good Judgement
• Excellent Written and verbal Communication skills
• Technical Capacity

EDUCATION/ EXPERIENCE

• 2-year degree and or equivalent amount of experience is preferred
• Prior experience with an ERP system, Salesforce and G-Suite is preferred