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Associate Customer Claims Representative



Customer Service
Kraków, Poland
Posted on Wednesday, June 5, 2024

Your Title: Associate Customer Claims Representative

Job Location: Poland, Krakow

Our Department: Customer Claims & Customer Master

We are seeking a dedicated and skilled Associate Customer Claims Representative to join our dynamic and global Trimble shared services team. As an Associate Customer Claims 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.

Your key responsibilities are:

  • 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;

  • Customer Satisfaction: Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience;

  • Participate in special projects and internal audits.

Desired skills and experience:

  • fluent English and the ability to use it in verbal and written formal communication;

  • 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;

  • 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;

  • Experience with a top tier Enterprise resource planning (ERP) system and familiarity with Salesforce CRM systems and other relevant software applications is a plus;

  • Knowledge of French/German/Dutch/Finnish/Swedish/Norwegian/Danish is a plus.

Are you the candidate we are looking for? Don’t hesitate to apply. We are looking forward to your application.

You will master 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.

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.

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