Job Description

Responsibilities:

Claims and Return Management

Team Leadership Owning the overall dashboard for the claims & Penalties teams Coordinate the workload based on the incoming claims & Penalties and set main success criteria. Asses the team performance through following up on individual KPIs and set Team objeactives Act as SPOC (single point of contact) for team regarding productivity projects and BU needs & Follow ups Manage Returns Followup on notifications about return delivery from customer/sales (in rare cases - only large quantity errors, health issues, damages etc.) and followup on alignments on issue resolution with the customers Followup on approvals for delivery note from Sales team and Inform the delivery driver for pick up of goods Manage Refusals Followup on order refused after reaching customer premise Validate the customer credit claim in system and validate the claims team work by validating the documents and steps. Handle Penalties Follow up on Penalties team performance & Deliverables Setup & continuous improvement of tool for tracking penalties (including analytics for penalties) Budget monitoring & Reporting and consolidate respective end-of-month findings

Process Management

Design and Maintain processes and SOP Ensure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approval Define a framework for updating the SOPs and manage change request for updating SOPs
Qualifications:
Proficiency in English and French (written and spoken C1) Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management Atleast 5 years of experience managing complex administrative team reviewing the eligibility of legal requirements for documents and the compliance of the claims. Working Knowledge of MRP required (pref. SAP) Working Knowledge of Power Apps/BI or similar reporting dashboard software preferable Excel & Office package advanced knowledge mandatory * Minumum two years in leading a team