Customer Service & Claims Specialist

Philip Morris•Tampa, FL

9d•Hybrid

About The Position

Be a part of a revolutionary change! At Philip Morris International (PMI), we are transforming our business to deliver a smoke-free future. Join us and enjoy the freedom to innovate, grow your career, and help drive meaningful change. Our success depends on people committed to progress. This position sits with our Swedish Match affiliate. The Customer Service and Claims Specialist processes customer claims for Tobacco and Cigar products, including distribution, promotional, pricing, and gratis shipment claims. Responsibilities include auditing claims for accuracy and compliance, monitoring the FSPA system, approving or rejecting claims, providing backup training, reviewing and correcting sales orders before picking and invoicing, communicating exceptions, monitoring inventory availability, rerouting orders when appropriate, managing regional inventory, and supporting Order Management systems.

Requirements

High school diploma required
1+ years of accounting experience, preferably accounts receivable.
3+ years of Order Management System experience.
Strong Microsoft 365, Teams, Power BI, Insight, and SharePoint skills.
Authorized to work in the U.S. now and in the future without sponsorship.

Nice To Haves

business or accounting coursework preferred
Business or Accounting degree preferred

Responsibilities

Monitor the FSPA system and process claims and gratis shipment requests.
Review claims and determine approval or rejection based on established guidelines.
Follow procedures to process claims efficiently and make customers whole.
Take ownership of orders from receipt through delivery to ensure customer satisfaction.
Process orders received by email, phone, or internal requests.
Assist internal and external customers with order-related questions and issue resolution.
Provide product information and route technical inquiries to appropriate resources.
Partner with Logistics, Treasury, Returns, and other teams to address customer needs.
Coordinate customer account credits with Treasury.
Process daily shutdown activities, exception reports, and issue resolution.
Perform special projects and additional duties as assigned.