Responsibilities

Claims and Return Management

• Team Leadership
• Owning the overall dashboard for the claims & Penalties teams
• Coordinate the workload based on the incoming claims & Penalties and set main success criteria.
• Asses the team performance through following up on individual KPIs and set Team objeactives
• Act as SPOC (single point of contact) for team regarding productivity projects and BU needs & Follow ups
• Manage Returns
• Followup on notifications about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.) and followup on alignments on issue resolution with the customers
• Followup on approvals for delivery note from Sales team and Inform the delivery driver for pick up of goods
• Manage Refusals
• Followup on order refused after reaching customer premise
• Validate the customer credit claim in system and validate the claims team work by validating the documents and steps.
• Handle Penalties
• Follow up on Penalties team performance & Deliverables
• Setup & continuous improvement of tool for tracking penalties (including analytics for penalties)
• Budget monitoring & Reporting and consolidate respective end-of-month findings
  
  

Process Management

• Design and Maintain processes and SOP
• Ensure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approval
• Define a framework for updating the SOPs and manage change request for updating SOPs
  
  

Qualifications

• Proficiency in English and French (written and spoken C1)
• Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management
• Atleast 5 years of experience managing complex administrative team reviewing the eligibility of legal requirements for documents and the compliance of the claims.
• Working Knowledge of MRP required (pref. SAP)
• Working Knowledge of Power Apps/BI or similar reporting dashboard software preferable
• Excel & Office package advanced knowledge mandatory
• Minumum two years in leading a team

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