Customer Claims Coordinator

6 months ago

Coventry, United Kingdom Apex Recruitment Services Full time

**Location**: Coventry

**Salary** £28,000 per annum

**The working hours**: 37.5 hours per week - Monday - Friday 8.30am - 5pm

**Job type**: Full-time, Permanent

Hybrid working available after training period.

An exciting opportunity has become available for an experienced Customer Claims Coordinator to join an international engineering brand based in Coventry. This role offers a chance to contribute to a company manufacturing highly engineered components and systems for global markets, fostering a more sustainable future.

As the Customer Claims Coordinator, you will be pivotal in overseeing the management of claims and repair handling procedures for sales operations spanning the UK and Ireland. This role involves delivering top-tier customer experiences and fostering collaboration across various divisions within the company to streamline enquiries and repair processes effectively.

**The duties and responsibilities of the Customer Claims Coordinator**:

- Processing all customer claims onto the claim handling system, adhering to EMEA standards.
- To take ownership of escalated customer issues and follow problems through to resolution.
- Proactively identify solutions to achieve key performance indicators (KPIs) and reduce open queries.
- Participate in all relevant lean activity driving continuous improvements across the business.
- Checking the customer details to make sure you have all the correct and additional information needed to ensure the right processing in the standard system.
- Coordinate shipping of rejected goods and initiate containment actions for technical non-conformities.
- Conduct root cause analysis for administrative and commercial claims, ensuring problem-solving activities align with value stream principles.
- Follow up on root cause results and corrective actions for timely resolution.
- Coordinate replacement items as needed, collaborating with internal teams.
- Decide if there is a need to issue a credit note and process and issue credit notes to settle the relevant enquiries.
- Collaborate with the team and supervisor to enhance the overall process.
- Maintain high levels of communication with customers and internal departments and provide an excellent customer experience.

**The ideal Customer Claims Coordinator**:

- Previous experience within an Administration or Coordinator role or someone with excellent customer service skills, preferably within an engineering or manufacturing environment.
- Someone with strong problem solving and relationship skills.
- Experience in an office environment is preferable.
- Customer focus, both internal and external
- Database management skills, including accuracy and attention to detail.
- The ability to work with competing priorities under pressure and plan workload.
- Excellent IT skills - experience with Word, Excel, PowerPoint, and Outlook is essential.

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