Quality Customer Claims Specialist

Join our team and help shape the future of connectivity indoors and outdoors. Together, let's push the boundaries of technology and advance sustainable networks worldwide.

 

How You'll Help Us Connect the World:

As a Quality Customer Claims Specialist, you will be the central point of contact for customer complaints & claims, RMA returns, replacements, credit management, and quality notifications.

 

How You'll Make an Impact:

• Research and resolve customer complaint claims related to but not limited to order entry, product quality, shipment of material or logistics errors. Ensure all claims are loaded into ERP & CRM systems and assigned based on level of complexity and severity.
• Ensure proper and timely responses are provided to customers and internal teams based on review of claims.  Ensure customer requirements and expectations are accurately identified and follow up on the required action items & resolutions.
• Maintain liaison relationships across several cross functional teams such as Quality, Engineering, Operations, Sales, Field engineers, Product line management, Customer service and Logistics.
• Participate in review of process improvement initiatives that proactively corrects and prevents issues that would result in improved customer satisfaction metrics for CommScope. Ensure optimum customer claims response, efficiency and profitability. This process consists of, but not limited to Claims D365 Case Management, SAP Quality notifications processing. Authorization and coordination of return and warranty orders, credit and debit requests.  Tracking of shipments including proof of deliveries.  Acts as the internal point of escalation for these issues.
• Validate the complaint, collect accurate information and documents (material ID, S/N, test results, problem descriptions, Photos/Pictures of Product/Box/Package label, signed POD, Checklist, etc.) to proceed with a claim
• Entry of the Z1 notification into the SAP system, update complaint details and update CRM D365.
• Communicate and collaborate with internal department (including Sales, Product Line Management, Manufacturing, Shipping Transportation, Engineering and Quality) for Quality & Claims investigation and actions required to support of customers' needs.
• Coordinate with internal and external customers regarding the status of the corrective action & investigation report approvals to completion
• Process SAP Return Materials Authorization RMA and Coordinate the return with the cross-region logistics departments.
• Process SAP Replacement orders for defective products, carrier damages, missing material, etc. to customers.  Follow progress of replacement order, escalate urgencies when necessary to completion
• Process SAP Credit/ Debit notes and submit all credit requests for Z1s to Credit Financial Services
• Process Labor claims charges from customer by summarizing case details for approval request from PLM and Finance processing
• Update complaint status to customers and follow-up with customer for satisfaction with response before complaint case closure.
• Update and close the complaint in D365 and SAP Z1 notifications (where applicable) upon completion of all action items.
• To perform data analysis, reports and other duties as assigned
• Assist Quality team with coordinate and process Product Recalls from Customer's locations
• Be part of any improvement project promoted in Quality team working with departments involved.
• Active Participation on the quality review calls with PLMs, Logistics, QEs/SQEs if required
• Participate in SAP & CRM IT project testing if required
• Follows business procedures pertinent to the compliance, effective and efficient operations of our claims & quality process
• As a team member, effectively manages and prioritize workload and provides back up support to peers within and across regions
• Actively participate in process improvement initiatives.
• Job specific process and details are in attached. 

 

Required Qualifications for Consideration:

• Bachelor's Degree or equivalent experience required with at least 3 to 5 years of work experience in similar position or Customer Claims/Complaints/ Service/ Support environment  
• Experience in a Distribution center and/or manufacturing environment is a plus
• Knowledge of the manufacturing process, schedules and scheduling requirements, and logistics.
• Basic knowledge on quality system, tools, ISO9000 is a plus
• Proficiency in business to business (B2B) setting of ERP SAP S/4 HANA, MS Office (Outlook, Word, Excel, PowerPoint, etc.), MS Outlook, CRM MSD365
• Strong and concise verbal and written communication skills in English and Spanish. 
• Must be detail oriented regarding product quality, product specifications and operational procedures, SAP processes as they relate to addressing and resolving problem reported issues
• Good verbal and written communications skills, interpersonal skills
• Excellent customer management skills, negotiation, and problem resolution skills. Experience in conflict resolution
• Ability to enter detailed data from source documents into various databases with speed and a high degree of accuracy.
• Possess strong critical and logical thinking & factual analysis skills
• Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
• Ability to communicate effectively, both verbally and in writing, with a wide variety of internal and external parties
• Must be able to work independently with integrity and without the need of a lot of daily supervision
• High level of honesty and integrity

 

You Will Excite Us If You:

• Are fluent in additional languages like French, German, Finnish, Russian

 

Why ANDREW?

Explore exciting career opportunities at ANDREW, part of the Amphenol family. With a legacy of over 85 years in wireless innovation, we empower mobile operators and enterprises with cutting-edge solutions.

ANDREW, an Amphenol company, is proud of our reputation as an excellent employer. Our focus is to provide the highest level of support and responsiveness to both our employees and our customers, the world's largest technology companies. ANDREW offers the opportunity for career growth within a global organization. We believe that our company is unique in that every employee, regardless of his or her position, has the ability to positively impact the business.

ANDREW is an "Equal Opportunity Employer" - Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity/National Origin

For additional company information please visit our website at https://www.andrew.com/