The Credit and Claims Representative is responsible for fielding inbound customer calls and inquiries as they relate to orders and shipments by collaborating with other departments by collaborating with other departments to ensure timely and accurate resolution.

DUTIES & RESPONSIBILITIES

• Handle a high volume of inbound customer calls and inquiries ensuring professional resolution or escalation
• Route customer issues to the appropriate departments or team members
• Communicate professionally with customers via phone or email to ensure timely and effective resolution
• Maintain service level standards, including call handling targets and call abandonment metrics.
• Review, research and process customer claims related to shortages, damages, pricing discrepancies, delivery issues and billing errors
• Analize claim documentation (photos, invoices, proof of delivery, carrier reports) to determine validity and appropriate resolution
• Coordinate with internal departments (Sales, Logistics, Shipping) to gather supporting information and resolve claims timely
• Communicate professionally with customers regarding claim status, documentation requirements, approvals
• Investigate credit requests and authorize credits, debits or adjustments in accordance with company policy and approval limits
• Identify trends and recurring issues related to claims and deductions; escalate concerns as needed to sales, shipping and/or logistics team
• Assist with special projects or process improvement initiatives as assigned

• One year of experience in Customer Service, Administrative or similar roles.
• High School Diploma
• Basic knowledge of Microsoft Office Suite (Word, Outlook, Excel).
• Advanced verbal and written English proficiency.
• Ability to accurately document and record customer information.
• Must reside in Santo Domingo