The SSMS Claims Processor is responsible for ensuring the daily claims research activities associated with various customer order shipments/claims involving short ships,mis-ships, overships, return and/or re-evaluation situations to determine appropriate resolution in a timely manner set forth by Lexmark.Also, must accurately maintain the SSMS Team manual closed claims spreadsheet used for reporting.
Essential Duties & Responsibilities:
The SSMS Claims Processor maintains responsibility and accountability for the timely and efficient customer claims process to comply with the established SSMS Team policy which states claims to be researched/resolved within 7 days & under from the date of submission and also demonstrates the importance of entering the correct claims closed data in the SSMS Team manual spreadsheet used for reporting.
Ability to pay close attention to detail with the claims process and manual claims spreadsheet
Dependable and reliable team member
Ability to research claims documents provided by DC shipper, carrier and CSR/customer for accurate information noticing discrepancies
Proactive in checking SAP for new claims created by CSR's for customer accounts daily from the different SAP claims T Codes and change to correct block status, print claims for records.
Scan the new claim with required information to the appropriate Distribution Center Warehouse and request the DC Warehouse shipping paperwork associated with the particular SSMS claim(s) delivery number given by the CSR's and when needed inventory cycle counts requests
Ensure to use FICO(First In-First Out) concept with the exception of expedite claims requests for research resolution of claims as best as possible
Proactive in check pending claims being researched/resolved timely
Request proof of deliveries, bill of ladings, return documents along with other relevent documents from carriers regarding claims
Ensure to have required/relevant backup documentation to research claims and to e-mail documents to CSR's for customers denied claims
Ability through research and knowledge of customer claims process to determine denial or approval of CSR's/Customer request for credit, debits, ZFOC(Free of charge ship replace)
Team concept and having a "can do" respectful and courteous thought process with regars to communication with internal & external contacts and customers;etc
Determining trends and root cause analysis with the customers claims research through communication with SSMS Team memers, Lexmark Vendor Mgt., DC Warehouse;etc.
File carrier claims when necessary
Maintaining and filing closed claims with backup documentation properly
Having a positive attitude with continuous improvement and 'value add' additional responsibilities
Ability to handle peak periods and assist team members with claims research when necessary to meet team goals;etc
Daily e-mail and/or phone communication with internal and external contacts along with meetings attendance
Job Related & Physical Requirements:
Must be able to work in office setting
Daily computer, printer/scan/fax usage
Experience, Education, and Training:
Computer knowledge including MS Office applications
Basic typing skills
SAP knowledge helpful
Excellent oral and written communication skills
Customer service skills
NFI Industries - 12 months ago
NFI is a family of companies dedicated to serving the supply chain logistics industry. Founded in 1932, NFI has grown to become one of Ameri...