Claims Coordinator

Smurfit Westrock • West Point, VA

3d • Onsite

About The Position

The Claims Coordinator opportunity is a key role within the Smurfit Westrock Mill Division and can be located in one of our various mill sites. These locations include West Point, Covington, Evadale, Mahrt, Atlanta Home Office or Richmond Home Office. The Quality and Technical area within Smurfit Westrock Mill Division has an opportunity for a Claims Coordinator who is the first point of contact when a customer experiences a quality issue or problem. The position will be responsible for efficiently processing customer complaints while fostering strong customer relationships. Your role will encompass managing all claim-related activities, including initiation, information gathering, investigation, claim decision-making, customer credit, product returns, 3rd party claims recovery, records maintenance, and regular communication with customers ultimately working towards problem resolutions that meet and exceed customer and business needs. The position requires collaboration with various Smurfit Westrock departments such as sales, mills, technical sales service, customer service, logistics, and accounting teams.

Requirements

• Bachelor’s degree in business, supply chain, or related field, or 3+ years of customer service-related experience.
• Demonstrated customer focus and service orientation.
• Strong problem-solving and decision-making skills. Must be able to identify potential issues.
• Excellent professional verbal, and written communication skills, with the ability to interact with all levels, including senior management.
• Excellent organizational skills and attention to detail.
• Ability to effectively multi-task in a fast-paced environment.
• In depth experience using MS Excel, including designing and maintaining spreadsheets with formulas and pivot tables.
• Motivated self-starter with the ability to work independently and collaboratively within cross-functional teams.
• Ability to conduct and manage training for customers and cross-functional teams.
• Strong safety mindset.
• Must have experience with complex ERP systems. Experience with SAP preferred.

Nice To Haves

• Experience in the paper industry to include paperboard, containerboard, printing, converting, quality is a plus.

Responsibilities

• Work with customers and vendors to obtain details and evidence regarding complaints.
• Assess complaints to determine validity, credit due, and requirements for product return.
• Calculate claim values, assess severity and financial risk, and alert relevant teams as needed.
• Identify and assign responsible departments for claim investigation and approvals, gather root cause and corrective action, communicate findings to customers, and collaborate with cross-functional teams as appropriate for problem resolution.
• Manage product returns.
• Identify and proactively address potential issues, utilizing discretion and autonomy to interface with customers and internal teams, making decisions to ensure customer satisfaction and providing customer solution at times without manager approval.
• Monitor workflow of complaint and activity to ensure timely completion and follow-up.
• Provide prompt communication to customers and internal teams regarding claims.
• Recover losses from third party vendors.
• Create and maintain reports to manage claims and respond to inquiries from internal teams and customers.
• Evaluate complaint activity and communicate trends to technical sales service, quality, sales and production groups.
• Conduct and manage training for customers and cross-functional teams.
• Lead or assist with process improvement initiatives.
• Ensure compliance with procedures and documentation accuracy, including Sarbanes-Oxley compliance.
• Provide complaint-related support to various departments, including customer service, sales, and quality/technical teams.
• Assist with other quality/technical/customer issues relating to products and services as needed, such as shipment issues, invoice corrections, account receivable aging, and mill quality needs.

Benefits

• Comprehensive training with numerous learning and development opportunities
• An attractive salary reflecting skills, competencies, and potential
• A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level