TITLE OF ROLE: Senior Customer Claims Representative

REPORTS TO (ROLE & NAME): Austyn LoScalzo

Requires to work in Night Shift

Main Purpose Of The Role/Position Summary

We are seeking a dedicated and skilled Senior Customer Claims 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 complex 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

Complex Dispute Resolution: Investigate and resolve more complicated 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 complex 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.
Continuous Improvement: Provide feedback & insights to management on recurring customer disputes, process inefficiencies, ongoing improvements in customer service and operational processes.
Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.
Warranty Claims: Validate data received from Trimble Dealers & load credit memo requests into Oracle.
Trade-In Credits: Reconcile claims with Trimble program bulletins, obtain approvals & issue credit memos.
Tax Corrections: Issue credits/debits to correct taxing errors.
Special Projects: Participate in testing scenarios for special internal system enhancements.
Credit Card Chargebacks: Research and resolve customer credit card disputes.
Internal Audits: Participate in audit activities and provide transparent information to audit professionals

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.
2-5 years experience in claims management, accounting, order administration, sales support, or related is preferred.
Experience in customer service, dispute resolution, order administration, accounting/finance, sales support, or a related field is expected.
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.
Strong problem-solving skills and the ability to think critically in high-pressure situations.
Exercise sound judgment to resolve issues, and proactive problem-solving w/strong attention to detail.
Ability to provide high-quality administrative support and multitask effectively.
Demonstrated ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines.
Advanced problem-solving skills to address complex claims-related issues and find solutions promptly.
Adaptability & willingness to adapt to changing business needs and a fast-paced environment.

Internal

Relationships required to build within this role:

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
Tax professionals
Revenue Recognition professionals
Internal Audit professionals

External

Customers/Resellers
Contracted consultant companies

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

Competent and autonomous understanding of Trade-Ins, Tax credits,Credit Card chargebacks & Warranty Claims
Working understanding of reverse logistics/accounting and overall Trimble Order-to-Cash processes
Clear working understanding & adherence to trade compliance and revenue recognition compliance
Intermediate understanding of tax corrections
Basic understanding of internal audit concepts
Excellent customer service skills

How to Apply: Please submit an online application for this position by clicking on the Apply Now button located in this posting.

Join a Values-Driven Team: Belong, Grow, Innovate.

At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter.

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