Customer Claims Analyst

TITLE OF ROLE: Customer Claims Representative 

REPORTS TO: Austyn LoScalzo

Main purpose of the role/Position Summary:

We are seeking a dedicated and skilled Entry-Level Customer Dispute Representative to join our dynamic and global Trimble shared services team. As a Customer Dispute Management Representative, you will be responsible for effectively managing and resolving customer disputes and concerns in a timely and satisfactory manner. Your role will involve investigating internal and external customer complaints and claims, communicating with various internal teams, and ensuring that customer issues are resolved in alignment with company policies and customer satisfaction goals.

Job Responsibilities:

• Basic Dispute Resolution: Investigate and resolve basic customer disputes and concerns related to product or service quality, billing discrepancies, shipping issues, and any other customer-related concerns in a professional and empathetic manner.

• Collaboration: Liaise with internal teams such as sales, order admin, product managers, financial controllers, credit & collections, cash applications, and operations to gather relevant information and collaborate on finding appropriate solutions to customer disputes.

• Problem Solving: Analyze situations and find creative solutions to ensure that customer issues are resolved to their satisfaction while maintaining the company's best interests.

• Documentation: Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the company's CRM system.

• Escalation: Escalate unresolved or complex disputes to higher levels of authority within the organization while providing comprehensive background information to aid in their resolution.

• Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.

Qualifications & Experience: 

• 2-4 Year Degree preferred; additional education or training in claims processing, business administration, accounting/finance, software delivery or supply chain management is a plus.

• Experience in customer service, dispute resolution, order administration, accounting/finance, sales support, or a related field is beneficial but not mandatory for entry-level positions.

• Empathetic and patient approach to handling customer concerns and resolving disputes.

• Strong organizational skills, attention to detail and accuracy in data entry and order processing.

• Excellent communication skills, both written and verbal, to interact effectively with customers and internal teams while conveying a positive, service-oriented attitude.

• Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.

• Problem-solving and critical-thinking abilities to resolve order-related issues effectively.

• Experience with a top tier Enterprise resource planning (ERP) system a plus.

• Familiarity with Salesforce CRM systems and other relevant software applications a plus.

• Experience with Google Chrome, Gmail, Google Apps, Microsoft Office/Suite, Data Load a plus.

Relationships required to build within this role:

INTERNAL:

• Sales managers

• Sales Operations

• Business Division and Sector controllers

• Operations: Export, shipping, config etc.

• Planner/Buyers

• Export Compliance

• Customer Support teams

• Product managers

• Credit & Collections

• Cash Applications

EXTERNAL:

• Customers/Resellers

General abilities and skills expected to be learned and mastered in this role:

• Gained experience with Salesforce and Oracle

• Basic understanding of reverse logistics/accounting and overall Trimble Order-to-Cash process concepts

• Basic understanding of and adherence to trade compliance and revenue recognition compliance