Job Details
Description
UNDERSTANDING
The Customer Claims Specialist will act as an internal and external liaison between the numerous internal departments, (Accounting; CO-Manufacturing; Customer Service; Inventory Control; IT Department; Logistics; Production; Purchasing; Quality Assurance; and Warehousing. External Customers, and Freight Carriers). The specialist reports and processes these claims by researching the Albanese policy and accumulating evidence regarding the claim, which could be freight carrier damage; Co-Defects (Organoleptic (color, texture, other); customer accommodations; damaged cases; defects; incorrect paperwork; Item set-up error; miss-load, miss-pick. Problem-solving, root cause analysis to prevent or minimize future customer claims. The specialist will ensure excellent service standards, respond quickly and accurately to customer inquiries. Must be able to manage conflict in a professional manner, both verbally (in-person and phone) and written (email).
CORE VALUES
Our 5 Core Values are more than just words, they're a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run.
- Own It
- Hustle and Refuse to Settle
- Love People
- Act for the Greater Good
- Find a way
RESPONSIBILITIES- Build sustainable relationships and trust with customers through open and interactive communication.
- Manage all customer claims at entry point through investigation and resolution.
- Collaboration with all department managers to ensure investigations are completed in a timely manner.
- Complete daily, weekly, and monthly claim reports.
- Ability to make independent decisions in the best interest of the customer.
- Process improvement to enhance and support perfect order metrics.
- Navigate through customers' portals to address shortages, chargebacks, and short pays.
- Identify status of claims, and proactively escalate if needed.
- Comply with all company Quality, Hazard Analysis Critical Control Point(HACCP), Good Manufacturing Practices (GMP), and Food Safety Standards.
- Communicate, track and report on any recall or safety events.
- Other duties as assigned
WORKING RELATIONSHIP- Reports to the Customer Service Manager.
- Communicates regularly and has a strong relationship with team members in multiple departments.
REQUIREMENTS- Excellent interpersonal skills - working with existing potential, new customers.
- Excellent verbal and written communication skills.
- Must have impeccable organizational skills, detailed oriented and conflict resolution skills.
- Subject matter expert on Albanese products and operations, also knowledge of candy distribution.
- Strong knowledge and proficiency in ERP (Netsuite) and Microsoft Office software, specific to Excel.
EDUCATION- A high school diploma or equivalent experience.
- A bachelor's degree (preferred) in business and / or logistics.