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Join the largest privately held promotional products company in the US.
- Enjoy a competitive compensation package.
- Full benefits package that includes Education Reimbursement and 401k (with match).
- Click side bar links for more information about who we are and what we do.
- Optional - Work remotely from home for added flexibility.
Job Summary
Process and resolve claims concerning customer dissatisfaction with products.
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Essential Functions
Duties include but are not limited to:
- Receive claims calls from customers.
- Establish and maintain claims files.
- Investigate claims requests and establish determination of responsibility for the problem.
- Advise appropriate departments, sales partners, etc., of claims filed.
- Enter and update related data into the computer system.
- Undertake further research.
- Prepare written correspondence.
- Follow up with parties involved.
- Discuss claims problems with outside suppliers or internal Geiger associates.
- Collaborate with sales partners, customers, and others involved to determine responsibility.
- Negotiate sharing of charge reduction where appropriate.
- Negotiate discounts or reruns with vendors.
- Follow through until the rerun ships or the credit is received.
- Offer solutions and options to satisfy customers and maintain continued business relationships.
- Request and/or prepare debit and credit memos.
- Prepare revised or supplemental billings resulting from claims processing.
- Prepare new orders for replacement goods.
- Follow up for shipping information and processing of cost involved.
- Recalculate sales and commission.
- Perform routine clerical duties such as mailing returned items to suppliers for review.
- Perform other related duties as assigned.
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Education and Experience
- Knowledge of product information and overall business knowledge including customer service, order processing, order expediting, sales service, accounts payable, accounts receivable, and profitability a must.
- Two years of experience in customer relations and/or claims activities.
- Competencies/Skills
- Very strong in Communications, Negotiation and Math
Physical, Mental and Environmental Requirements
Physical Requirements:
- Prolonged periods of sitting at a desk or computer
- Typing and using a computer keyboard for extended periods.
- Answering phone calls and communicating with customers via email.
Mental Requirements:
- Ability to concentrate for extended periods of time paying close attention to detail.
- Ability to handle multiple tasks simultaneously and manage time effectively.
Environmental Requirements:
- Working indoors in a typical office environment
- Use of standard office equipment such as computers, phones, and printers.
- Interaction with team members and possibly occasional interactions with customers in person, via phone, or email.
Certification Requirement
- Industry certification at the CAS (Certified Advertising Specialist) level.
Supervisor Responsibilities:
- None
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