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Summary: Responsible for the accurate and timely processing of non-manufacturing and manufacturing claims by performing various tasks that include, but are not limited to, those listed in the essential duties and responsibilities section below.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Utilizes documented team processes to ensure compliance with commercial claims department standards.
- Communicate immediately to the claims supervisor all obstacles to completing work.
- Investigate all claims(Non-manufacturing and Manufacturing) submitted by customers to determine the validity of their claims. Determine the proper course of action based on the nature of the complaint, warranty, inspection report, lab results, and input from the dealer and flooring contractor.
- Complete training on product knowledge, including common defects and basic flooring installation guidelines. Training will also include understanding non-manufacturing claims related to customer service, shipping, and customer complaints.
- Develop an understanding of warranties, installation guidelines, and maintenance requirements to conduct claims investigations.
- Develop an understanding of order entry, shipping, and LTL carrier processes.
- Develop an understanding of technical aspects of all commercial products and Mannington on Main products.
- Use knowledge of defects to direct claims assignments to the appropriate manufacturing group and/or technical department.
- Negotiate claims and provide satisfactory customer resolution while creating the most favorable financial impact on the company.
- Provide a high level of professional communication.
- Process return authorizations and credit memos.
- Teams with credit and billing departments to assist in managing customer accounts as needed.
- Complete training on writing professional conclusion letters, claim letters, and negotiated settlement releases.
- Ability to write professional business emails and letters using technical knowledge, technical inspection reports, and quality assessments.
- Maintain claim records, notes, and all claims-related documentation in Sales Force.
- Consistently seeks out opportunities to contribute to the team's productivity goals.
- Monitor and analyze claims data and provide product performance and claims experience to management.
- Effectively communicate causes of failure that result in replacement orders.
- Report significant and/or recurring field complaints.
- Ability to work alone with little to no supervision.
- Focus on prompt, expedient claim resolutions.
- Timely claim resolutions and keeping company assets in mind.
- Overtime is / may be required.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and/or Experience
- High school diploma or GED
- Bachelor's and associate degree is preferred
- Must have excellent telephone etiquette.
- Must be professional in communications.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning AbilityAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills- Must be proficient in Microsoft Office products
- Experience with SAP is preferred.
Physical Demands The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel; reach with hands and arms; climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet.
This EEO Policy Statement is designed to strengthen and reaffirm our commitment to employ and to utilize people in all job titles in accordance with their abilities and to practice the principles of affirmative action. The position of Mannington Mills, Inc. is unmistakably clear with respect to equal employment opportunity and support for minorities, females, qualified individuals with disabilities, qualified disabled veterans and veterans of the Vietnam era. This Policy Statement is being furnished in connection with Mannington's Affirmative Action Plan.
Mannington is an Affirmative Action employer and will promote Affirmative Action and provide equal hiring, training, compensation, promotion, transfer, layoff and recall benefits to all individuals, without regard to race, color, religion, sex, sexual orientation, gender identification, national origin, age, physical or mental disability that does not prohibit performance of essential functions with or without reasonable accommodation, status as a qualified disabled veteran, veterans of the Vietnam era or any other category protected by federal, state or local law. Mannington is committed to these policies not only to the extent it may be a Government contractor, but also because of our firm conviction that adherence to these principles will contribute significantly to the success of the Company.
All supervisory and managerial personnel are specially charged with assuring, through enlightened leadership, the continued and positive support by all employees of these policies, and with taking positive steps to comply with the policies regarding equal employment opportunity both in letter and spirit. The full and complete cooperation of all employees is expected. Those employees who have authority to hire, promote and transfer have a special responsibility to assure the success of our commitment, and their effectiveness in this area will constitute an integral part of their performance review.