Quality-Claims Coordinator

Tarkett•Solon, OH

3d•Onsite

About The Position

The Quality-Claims Coordinator is responsible for performing duties of a commercial claims coordinator to facilitate the resolution of claims for the commercial claims team. In addition, this role will perform quality inspection duties as required for product not produced in Tarkett North America plants, including Tarkett Europe, and external supplied products. This position reports to the Quality-Claims Supervisor. The Quality-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 Quality-Coordinator works closely with the Sales team and with key Distributors to ensure all communications follow the direct sales or distribution channel. Once the claim investigation is complete, The Quality-Coordinator will summarize the information and respond to the customer with claim status. The successful candidate will be responsible for providing reports from the CRM System as well as CAMS and SAP Systems to a variety of internal and external customers including distributors, sales and business management. 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.

Requirements

Ability to run required inspection equipment.
Ability to lift p to 50 pounds.
Ability to understand inspection techniques.
Ability to use of gages applicable to the inspection of flooring and related products.
Ability to work closely with customers and all levels of Tarkett including upper management.
Excellent ability to communicate both in writing and verbally.
Proficient in MS Office including Word, Excel, Power Point, Teams, and Outlook.
Work well under pressure while staying calm
Computer proficiency (CRM and SAP)
Proficient in current software packages such as Microsoft Office Suite including Word, Excel, PowerPoint and Teams
3 to 6 years of related experience in the field of claims and customer support is 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
Very 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 flooring industry

Nice To Haves

Bilingualism (English & Spanish, French, written and verbal) is a major asset.
University degree or college diploma is desirable, but not required

Responsibilities

Serves as the primary contact for commercial claims issues from assigned sources.
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 or with key Distributors 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 each 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 claims into the CRM Program.
Maintain open claims document to ensure claims process is moving along to provide timely resolution to customers.
Perform inspections as assigned on products under the direction of the Quality-Claims Supervisor.
Perform other duties as required.