Customer Claims, Return & Credits Officer

The Company:

Our client is an industry-leading manufacturer, supplying innovative building products specifically designed for the Australian market. Part of a successful family-owned group that was founded 60 years ago, they have grown considerably and now have a presence in over 120 countries around the world. With local autonomy and the freedom to act to satisfy their customers’ needs, they have doubled sales in the last 5 years and are on track to double again in the next 5 years.

They are currently looking for an experienced and passionate Customer Claims, Returns & Credits Officer to join their team and contribute to the continued growth of the business. 

The Role:

Reporting to a highly supportive Customer Service Manager, this front-line position is fast-paced and diverse, with no two days the same. You will be the central and single source of information for customers regarding their claim/return request and manage the goods return process to completion.

Key Responsibilities will include:

  • Managing the companies Goods Return Application (“GRA”) process
  • Receiving and contacting customers with regard to their request for a claim/return
  • Raising customers credits/claims/returns/faulty returns requests
  • Investigating and Processing claims promptly, accurately and in line with company policy and procedures
  • Arranging returns via transport and booking in collections of claims
  • Maintaining all claims in the companies ERP system and associated software tools used to manage customer claims
  • Communicating and coordinating with other departments to ensure effective service to our customers
  • Handling customer complaints in the first instance and escalating where required
  • Following up on claims after raising them with customers to ensure quick completion
  • Supporting the development of reporting for monitoring customers claims
  • Supporting the mapping of the current claims process and working with other key stakeholders to improve where possible

Your Profile:

You are a passionate and high-energy professional, who has proven experience in a similar Claims, Returns or Warranty role, ideally within a manufacturing environment. You will be a strong and confident communicator and have the ability to multitask and reprioritise when business demands are changed.  You love going above and beyond when partnering with your customers to provide exceptional service and have the ability to build long-lasting, trusted relationships. Prior experience with SAP is essential.

In addition, you are a self-motivated and reliable team member and enjoy taking ownership of your work and proactively managing your workflow. Your positive approach and high level of flexibility will see you succeed in this exciting opportunity with this rapidly growing, international icon in their respected field.

If you believe you have the above-listed qualities and experience and are seeking a new career challenge, please apply directly by hitting the apply tab.

If you would like to have a confidential chat regarding this or any other position, please contact Kaeley Smith on 02 8896 6038.
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Job Details

Job Title:
Customer Claims, Return & Credits Officer
Job Group:
Admin / Secretarial / Office Support / Other
Job Classification:
Contract or Temp