Claims Coordinator (Manufacturing)

OBJECTIVE (broad function, scope and purpose for the position)

To coordinate efforts at the America's Distribution Center (AMDC) to investigate root cause, implement corrective actions, execute remedial actions and resolve customer and supplier claims in a timely and effective manner in accordance with Alfa Laval guidelines.

           

BRIEF DESCRIPTION OF POSITION (outline job duties and responsibilities):

• Coordinate efforts at the America's Distribution Center (AMDC) to investigate root cause, implement corrective actions, execute remedial actions and resolve customer and supplier claims in a timely and effective manner
• Conduct preliminary investigation of all claims being coordinated by the AMDC
• Assign investigations to the appropriate units and follow up to ensure timely completion
• Issue call tags to return goods to the AMDC from the customer when needed
• Inspect returned goods to determine if credit can be issued to the client
• Issue Returned Material Authorizations (RMA) to credit the customer for returned goods and execute stock adjustments as needed
• Ensure key actions and decisions regarding the claim are thoroughly documented in the ACT claim system and determine when claims are complete and can be closed
• Reassign claims to the appropriate party and interact with other Distribution Centers, Sales Companies, Business Units, Product Management, and Technical Support when claims are outside of the AMDC responsibility
• Identify trends occuring within AMDC claims and lead Problem Resolution Projects (PRP) when appropriate
• Document all new claims on the Quality Status Board and keep the cards updated to improve communication
• Provide monthly reports on claim status from ACT, Claims Recording tools and KPI measurements.
• Provide training to PDL, US Sales Company, and US Service Centers Claims Process to ensure compliance with the Alfa Laval claims guidance
• Support ALPS related activities and lead continuous improvement projects

ORGANIZATIONAL COMPONENTS (level of functional responsibility, relationships, level of direction received, ability to initiate work):

The Quality Coordinator reports to the Unit Manager of Total Quality.  The position must be self-reliant in initiating and completing multiple tasks in a fast-paced environment.  In addition, must also be capable of developing and maintaining effective relationships with internal and external customers, central organization, operations teams and other colleagues to achieve goals.

KEY PERFORMANCE MEASURES

• PDL & AMDC claim KPI's (monthly reporting)
• Credits Issued vs Credits Outstanding
• Claim Handling Time
• Corrective Action Hit Rate 

KEY COMPETENCIES NEEDED

• B1, B3 Interpersonal Skills
• E4, B7 Drive / Tenacity
• F3 Execution
• E5 Initiative
• E7, C6 Communication Skills
• F2 Customer Service Orientation
• B2 Teamwork
• E2 Presence

EDUCATION, EXPERIENCE AND CERTIFICATION/REGISTRATION DESIRED

• High school diploma or equivalent - Required.
• A four-year college degree is preferred.        
• Excellent interpersonal, communication and organizational skills
• Energetic and able to perform in a fast-based environment.
• Proven ability to perform multiple tasks with an expert level of prioritization skills
• Strong PC skills, including Microsoft Office and Movex, WAMAS or similar systems

PHYSICAL & ENVIRONMENTAL FACTORS

Physical Requirements (lifting, climbing, standing, equipment and/or motor vehicle use):

• Some lifting under 50 pounds and forklift use.

Environmental Factors (hazardous materials, work location, work surfaces, exposure):

• Normal office/ warehouse settings.

OTHER REQUIREMENTS (i.e., travel, motor vehicle use, etc.)

• Less than 10% (1 visit to another site per year via air travel)

EEO/Vet/Disabled Employer