Sr. Claims Coordinator, Residential

Tarkett•Solon, OH

1d•Hybrid

About The Position

The Residential Claims Coordinator works with the TNA Claims team and the Technical and Field Services Groups as required in a supportive role as a claim coordinator, providing analysis as well as reports on product related issues and customer claims. The position will also act as a technical resource in a supporting role for residential products. This position will be responsible for entering claims data into the Microsoft Dynamics CRM System and data retrieval from the SAP ERP System. The Residential Claims Coordinator will work closely with field sales, dealers, distributors and the end user during the investigation and disposition of claims in accordance with the established TNA claim protocols. The Coordinator will need to effectively communicate, to ensure timely information flows in the appropriate sales channels to the customer with regard to claims. This individual not only supports the claim function, but will provide product and installation support for internal and external customers and will be responsible to demonstrate a mastery of residential product information in providing this customer support. The successful candidate will be responsible for generating technical correspondence for both internal and external customers as well as claim analysis and disposition information. The Coordinator will provide reports from the CRM Claims Management System to a variety of internal and external customers with analysis on claim data and trends. This position will work in concert with Research and Development, Tarkett Manufacturing Facilities, Sales and Marketing, Quality Assurance, Customer Service and Technical Services to ensure that accurate and timely information is being provided to our customers.

Requirements

High school diploma or equivalent required
Previous background in Technical Services and Claims Processing
Previous Customer Experience background

Nice To Haves

5+ years of related experience in flooring industry preferred
Bachelor's degree preferred
5+ years in a manufacturing environment preferred

Responsibilities

Work within CRM claims management system to enter and process claim data in order to track documentation and communicate information on claims processing
Work within SAP ERP system to retrieve Invoice and P.O. information related to customer claims
Manage claims through the claims process to offer timely resolution to the customer
Manage assigned claims within the CRM system by attaching records of samples, photos, investigative documents and correspondence to ensure all documentation is current and complete
Answer phone calls or electronic media questions related to residential products, installation and maintenance for residential flooring products
Understand product specifications for all residential products including supplier partners
Review claims data to facilitate corrective and preventative product actions that are associated with the mitigation of claims and or future product issues
Monitor and communicate complaint trends to management
Facilitate on-going training process to assist internal and external customers with technical product knowledge
Maintain and review open claims documents to ensure claims process is moving along to provide timely resolution to customers
Serves as primary contact for Residential Flooring Claim issues. This may involve and not limited to in person, phone, electronic and written media
Investigate and work closely with the appropriate Quality Assurance group based upon the nature of the complaint to document, resolve and communicate
Process all the necessary documents associated with the claims process
Identify improvement opportunities to reduce claims while enhancing the overall customer experience
Work with Claims Coordinators, Manufacturing QA, Customer Service and Sales as necessary to validate complaints and resolve within the established TNA claim guidelines