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Claims & Customer Service Administrator
4 months ago
**Claims & Customer Service Administrator**
We’re looking for a dedicated Claims & Customer Service Administrator to address customer claims in a timely and effective manner to ensure we provide best-in-class customer service. As a Claims & Customer service Administrator, you will facilitate the administration of product returns, debit/credit notes, carrier claims and reporting. This includes full investigation to meet set company criteria as well as providing general customer service support.
**Responsibilities**
Credits
- Raise claims where required
- Liaise with Customer Serviceto coordinate and challenge claims raised
- Investigate and interrogate the system in relation to queries
- Raise relevant credit documents ensuring accuracy before actioning
- Collate necessary paperwork and record efficiently
- Investigate unauthorised warehouse returns - contacting customer where necessary
- Be aware of customer pricing agreements in the UK and Export
- Liaise with Credit Control in relation to customer account queries
Debits
- Investigate and process debit queries
- Receive debit notes alongside Credit Control
- Liaise with the Merchandising department where necessary to action claims at Debit Note stage
- Action all John Lewis Debit Notes and query pricing/quantity queries
- Maintain records for Customer Services department and Finance
- Raise credit or appropriate correspondence
Finance Queries
- Investigate queries from Finance prompted by customer queries, non/short payment of customer invoices or ledger discrepancies
Warehouse/Distribution Centres
- Receive, check and amend as necessary, all customer returns
- Reconcile with debits and cross reference details as required
- Liaise with the Audit department for stock discrepancies
Other Duties
- Carry out investigation to prevent repeat errors/issues - finding solutions
- Responsible for monthly reports in relation to claims
- Re-routing and repackaging parcels received at Head Office
- Filing of all debit and credit documents
- Make outbound customer care calls and proactively manage the relationship of all customers
- Ensure all promises are kept to all customers
- Provide feedback on activities as required
- Keep Manager informed of any threat to the achievement of objectives with proposals for their solution
- Supporting the UK Customer Services team as and when required by assisting on samples, orders and calls as needed
**Measures of success**
- Ensure all claims are managed within the Service Level Agreement (SLA), accurately and effectively
- Deal with all enquiries to a satisfactory conclusion
- Ensure satisfactory resolution to any complaint
- Ensure product knowledge is kept up to date and of a high standard
- Maintain good time/task management and self-discipline
**Skills & Experience**
- Minimum GCSE’s including English and Maths and/or equivalent
- High level of Word/Excel Experience
- Good written and verbal communication skills
- Customer Service Experience
- Good Negotiation Skills
- Excellent numeric skills
- Be an expert user of IT systems
**About us**
Sanderson Design Group is an international luxury interior furnishings company that designs, manufactures and markets wallpapers and fabrics together with a wide range of ancillary interior products.
In 2020, we brought our portfolio of brands home to Sanderson Design Group, evoking the combined longevity and prodigious creative history of our brands. Sanderson Design Group describes the ebullience of our past endeavours. It sketches the outline of our future. A collective of 7 quintessentially British luxury interior brands and 2 manufacturing brands, at Sanderson Design Group we are Sanderson, Archive, Morris & Co., Zoffany, Harlequin, Clarke & Clarke, Scion, Anstey Wallpaper Company and Standfast & Barracks.
Our purpose is "To bring the Beautiful into People’s Homes and Lives". This has defined and shaped our brands since our very earliest days. The oldest brand in our arsenal, from where we derive the namesake of our group, begun life in 1860, as an importer of fine French wallpapers to London. Arthur Sanderson & Sons Ltd played a pivotal role in defining English interior decoration tastes and its early success led to displaying designs at London’s finest showroom, at Berners Street. Around this time in 1924, Arthur Sanderson & Sons Ltd were awarded The Royal Warrant, becoming “purveyors of wallpaper and paint” to the court of George V.
We recognise that each one of our brands contributes a unique chapter to our story. It is why we represent the full spectrum of British interior design, catering from cutting-edge sleek modern styles, to the hearty warmth of traditional forms. Our decision to rebrand as Sanderson Design Group in 2020 is our way of paying homage to our rich history, as well as marking our path towards a new future. As custodians of over 160 years of design experience, we are proud to Bring the Beautiful into People’s Homes and Lives. We are San
