Commercial Claims Coordinator

The Commercial Claims Coordinator is responsible for daily interactions with customers regarding potential product issues or complaints.

This position reports to the Commercial Claims Manager. The Commercial Claim Coordinator will ensure effective coordination between the Company and its customers with a high level of service and support. They must maintain positive business relationships both internally and externally to promote company goals. The position serves as the point of contact for filing manufacturing claims, the analysis of those claims for accuracy, completeness and eligibility along with the resolution of claims to the customers’ satisfaction. The position is responsible for the end to end claims processing, working to enter, advance and close claims within the established claims processing guidelines.

The Commercial Claims Coordinator works closely with the Sales team to ensure all communications follow the sales channel. Once the investigation is complete, the Commercial Claims Coordinator will summarize the information and respond to the customer with claim status.

This position will work in concert with Quality, Product Management, Research and Development, Sales and Marketing, Accounting, Customer Service, Logistics and Technical Services to ensure that accurate and timely information is being provided to our customers.

RESPONSIBILITIES: include but are not limited to the following. Other duties may be assigned.
- Serves as the primary contact for all commercial claims issues.
- Analyze claims submitted by customers to determine if credit should be issued based upon nature of complaint, warranty, reports, field inspection results, and input from other partners in the organization.
- Process all necessary paperwork and system transactions associated with the claims process.
- Partner with Sales to settle replacement claims, allowances, and returns.
- Assist in the resolution of claims with Customer Service and Sales within the established specific process and procedure guidelines.
- Interact with both internal and external customers to investigate, gather and assemble the necessary information to present the claim for timely response and disposition.
- Prepares and maintains reports in a matrix driven environment as required.
- Monitor and communicate complaint trends to management in a matrix driven environment as required.
- Identify any improvement opportunities to reduce claim liability while increasing the customer’s overall experience.
- Enter complaints into CRM system in order to track documentation and communication claim information.
- Manage claim through the process to offer timely resolution to the customer.
- Ensure credits are processed to close claims out working with Accounts Payable as required.
- Answer calls and/or questions related to product issues and complaints.
- Primary methods of communicate complaint information are but may not be limited to telephone, electronic or written.
- Develop and maintain relationships with the appropriate manufacturing, quality and technical groups to timely dispose of claims.
- Partner with our external customers on replacement orders, returns and the final credits and allowances.
- Communicate and log claim concerns into the CRM Program.
- Maintain open claims document to ensure claims process is moving along to provide timely resolution to customers.
- Perform other duties as required.

SKILLS AND JOB COMPENTENCIES:

- Ability to multitask
- Strong customer orientation
- Strong sense of urgency.
- Excellent time management skills
- Independent processing while working in a team environment
- Work well under pressure while staying calm
- Excellent communication skills both written and verbal
- Detailed oriented
- Error proofing
- Computer proficiency (CRM and SAP)
- Proficient in current software packages such as Microsoft Office Suite including Word, Excel, PowerPoint and Teams

EDUCATION and/or EXPERIENCE
- Preferred five years of related experience in flooring industry
- University degree or college diploma is desirable, but not required
- Working knowledge of computers and SAP system as well as CRM, Word, Excel, and PowerPoint.
- Accurate data entry skills
- Ability to work within a fast pace and sometimes stressful environment
- Good oral and written communication skills with a demonstrated ability to interact effectively with individuals at many levels in the organization and external business contacts.
- Ability to project a positive image in dealing with difficult customer claims.
- Must be detail-oriented with good organizational skills.
- Ability to manage time effectively.
- Ability to calculate basic figures in relation to the carpet industry

What We Offer- A commitment that Safety is #1- Competitive benefits, pay, and retirement plan options- Career growth, stability, and flexible work arrangements.

Responsible Manufacturing - Protecting Our Planet for the Future- We utilize renewable energy and a closed loop