Customer Care Coordinator - Claims

SUMMARY OF JOB:

This position is accountable for administering all aspects of the claims process, including interfacing with the customer, both internal and external, claims entry, expediting resolution of debits/credits. Also, develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

ESSENTIAL FUNCTIONS:

• Interfaces with internal and external customers, including coordinating activities with Schneider Electric functional areas, manufacturing, sales, account management, finance, distribution, and field service.
• Works in the Claims Management function, which is the initial customer contact for credit requests and claims against Schneider Electric. Processes claims by evaluating the validity and causes of request for returns/claims and by authorizing/issuing or denying returns/credit as appropriate.
• Analyzes the causes of claims to improve the efficiency and effectiveness of Schneider Electric's claims resolution/customer service processes.
• Accurately and expeditiously handles all customer complaints, claims, charge backs, credits, and inquiries, including status, production, delivery and billing inquiries.
• Responds to customer telephone, chat and email inquiries of complex variety regarding credits, debits, orders, delivery/return schedules, complaints and expediting resolution.
• Analyzes individual solutions and takes appropriate action to ensure customer needs are met and company assets are protected.
• Performs the functions of the US and Canada Commercial and Retail Teams as needed, in a back-up role providing the same high-level, consistent service to customers.
• Utilizes and maintains information systems including SAP, bFO, Oracle, ServiceNow, Intouch, Quote 2 Cash, MySE, MySchneider and Shared Drive.

• College Graduate (Bachelor's Degree)
• Excellent written and verbal communication skills
• Proficient computer skills in MS Office programs
• Experience working with Salesforce or similar CRM is an advantage
• Strong skills in problem solving, time management and multi-tasking
• Experience in Customer Relations preferable
• Skilled in all areas of Customer Service: phone management, credit management, understanding customer expectations and satisfaction.
• Proven ability to perform proactively on own initiative, as well as in a team environment