Job Title: Customer Claims Management Representative
Location: Westminster, CO- hybrid schedule available
This highly visible support role will be responsible for day-to-day execution of credit and refund claims activities from Trimble Dealers and Customers worldwide. One of the main priorities for this role is to provide great customer service and turnaround completion time for all inquiries received in the Customer Claims queue while at the same time being able to research, confirm/ validate, obtain approval and complete the requests correctly.
The goal is to research all incoming inquiries, and confirm the information provided matches the records by reviewing Company records as well as Accounting transactions to determine the validity of the credit request and then make sure we have the correct approval to process/ complete the request. If the correct approval has not been submitted, the Customer Claims team member will reach out to collect the appropriate approval from the Business Area. The Customer Claims Management Specialist will inform the completion of the request back to the original submitter and/ or notify them of any issues we might come across which could cause a delay on the request completion. Regular contact with customers and dealers as well as internal departments and upper management is expected. This individual must represent Trimble Inc with the highest degree of professionalism and integrity.
Effectively manage incoming communication via multiple channels (phone, email/inbox, support tickets, and Customer Relationship Management systems, e.g. Salesforce) from both internal and external customers; resolve all issues within established service-level agreements.
Review all credit and rebill requests, and communicate with customers regarding incorrect data, requesting additional information as necessary.
In-depth research on issues relating to shipping, billing, credits, order entry, systems, service contracts, customer accounts, and more.
Work effectively with peers (order administration, sales, controllers, credit & collections) and leadership by sharing ideas and information in a constructive and positive manner.
Monitor and manage weekly Trimble Financial Service (TFS) reports; analyze, review the reports, and validate and process the transactions.
Complete all inquiries within a 72-hour turnaround time.
Process dealer warranty 2-3 times a week; validate the data received and load the credit memo requests into Oracle.
Monitor trade-in bulletins; make sure all the required information is listed on the bulletin and the appropriate approvals have been received in order to broadcast the program.
Process approved trade-in credits and close the case out in My Trimble Protected (MTP).
Communicate tax credit requests with both domestic and international tax departments.
Rebate credit requests need to be processed on a monthly basis; validate the correct approval has been received before processing the transaction.
Perform special projects in a timely manner, as requested.
Work on testing and reviewing any acquisition that is merging into Oracle or projects within the Trimble organization.
Evaluating how all business units handle their transactions (either in Order Management or Service Contracts).
Improve Customer Claims current processes and procedures by working with other departments on making tasks more automated.
Handle credit card chargeback and credit inquiries for ecommerce transactions (non-Oracle, both domestic & international).
Skills & Experience:
2+ years of related experience in customer service or order management and accounting experience with a company that has significant dealer, distribution, and end user sales activities.
Four-year degree in Accounting or related field preferred.
Experience with a top tier Enterprise resource planning (ERP) system.
Strong with Google Chrome, Gmail, Google Apps, Microsoft Office/Suite, Data Load.
Experience with Salesforce or other Customer Relationship Management (CRM) software.
Ability to effectively communicate with both internal and external stakeholders while conveying a positive, service-oriented attitude.
Computer literacy, teamwork, attention to detail, having the ability to change direction/task quickly.
Order management experience a plus.
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D