Sr. Customer Claims Coordinator - Le Mars, IA

Well Enterprises•Le Mars, IA

About The Position

The Customer Claims Team Lead is responsible for assisting the Customer Claims Supervisor with the day-to-day claim operations. This role ensures timely, accurate claims settlement and root-cause resolution of claims and trade deductions, alignment to approved Trade Offers, and proactive prevention of unauthorized claims Mentor: Mentors the claims team to process, investigate, and settle trade promotion claims within established corporate policies, procedures, and practices. Ensure claims are processed accurately and within defined service levels, ensuring each claim is validated against approved Trade Offers and supporting documentation across customer portals and internal systems. Escalation: Serve as an escalation resource and mentor to assist other team members by answering questions, providing solutions to complex issues, and/or serving as back up as necessary. Serves as a resource within the department/company to provide input on complex cross functional Unauthorized Claims KPI: Monitors and updates internal controls to prevent and remediate unauthorized or non-compliant deductions; drive repayment efforts and avoidance strategies by coordinating with Claims, Sales and Finance on offer terms, accruals, and exceptions. Aging KPI: Monitor deduction aging performance, escalate barriers, and implement corrective actions that reduce unsettled claims older than targeted thresholds and eliminate >60-day items. Departmental Audit: Conducts weekly/monthly internal audits and scorecards within the department to ensure accuracy and alignment with corporate policy, procedures, and practices. Coordinates with departmental supervisor on areas of improvement. Policy, Procedure and Work instructions: Manages documentation capture, invoice reconciliation, and proof-of-performance, including continuous improvement of claim preparation and settlement practices across priority customers. Special Projects: Actively participates in and/or leads special projects, process improvement initiatives, and/or serves as a resource to test new systems to enhance company and departmental productivity. Continually identifies and drives process improvements to reduce administrative cost by streamlining processes and reducing deduction volume. Other: May perform various reporting and tasks assigned by management. This may include but is not limited to the following: account specific reporting, team reporting, departmental and/or metric reporting. Wells Enterprises, Inc. is the largest privately held ice cream manufacturer in the United States. Founded in 1913 by Fred H. Wells and run by the Wells family for generations, the company is an independent operating company of the Ferrero Group, one of the global leaders in sweet, packaged foods. Wells produces more than 200 million gallons of ice cream per year and distributes products in all 50 states. Wells manufactures its signature brand Blue Bunny®, lower-calorie Halo Top®, the iconic Bomb Pop®, and Blue Ribbon Classics®. Wells employs nearly 4,000 ice cream aficionados across the country. The company is headquartered in Le Mars, Iowa, where Wells has made Le Mars the “Ice Cream Capital of the World” as the largest manufacturer of ice cream in one location. Wells operates two manufacturing plants in Le Mars, Iowa, a manufacturing plant in Dunkirk, New York, and a manufacturing facility in Henderson, Nevada. Learn more at www.wellsenterprisesinc.com.

Responsibilities

Assisting the Customer Claims Supervisor with the day-to-day claim operations
Ensuring timely, accurate claims settlement and root-cause resolution of claims and trade deductions
Alignment to approved Trade Offers
Proactive prevention of unauthorized claims
Mentoring the claims team to process, investigate, and settle trade promotion claims within established corporate policies, procedures, and practices
Ensuring claims are processed accurately and within defined service levels, ensuring each claim is validated against approved Trade Offers and supporting documentation across customer portals and internal systems
Serving as an escalation resource and mentor to assist other team members by answering questions, providing solutions to complex issues, and/or serving as back up as necessary
Serving as a resource within the department/company to provide input on complex cross functional
Monitoring and updating internal controls to prevent and remediate unauthorized or non-compliant deductions
Driving repayment efforts and avoidance strategies by coordinating with Claims, Sales and Finance on offer terms, accruals, and exceptions
Monitoring deduction aging performance, escalate barriers, and implement corrective actions that reduce unsettled claims older than targeted thresholds and eliminate >60-day items
Conducting weekly/monthly internal audits and scorecards within the department to ensure accuracy and alignment with corporate policy, procedures, and practices
Coordinating with departmental supervisor on areas of improvement
Managing documentation capture, invoice reconciliation, and proof-of-performance, including continuous improvement of claim preparation and settlement practices across priority customers
Actively participating in and/or leads special projects, process improvement initiatives, and/or serves as a resource to test new systems to enhance company and departmental productivity
Continually identifying and driving process improvements to reduce administrative cost by streamlining processes and reducing deduction volume
Performing various reporting and tasks assigned by management. This may include but is not limited to the following: account specific reporting, team reporting, departmental and/or metric reporting