Customer Service Representative - Claims and Reporting

Job Overview

The Customer Service Representative (CSR) in the machine tooling industry plays a key role in supporting customers with inquiries, product support, order processing, and ensuring overall customer satisfaction. The role involves providing expert guidance on machine tooling products, troubleshooting issues, and ensuring a smooth purchasing and service experience. The CSR will serve as the main point of contact for clients and work closely with sales, technical, and production teams.

Job Scope

The Customer Service Representative will be responsible for managing customer claims, conducting thorough investigations, and preparing detailed reports. This role ensures customer satisfaction by resolving claims efficiently and effectively while maintaining accurate documentation and communicating findings to relevant departments.

Key Responsibilities

1. Customer Claim Management:
   Receive and review customer claims through various channels (email, phone, MSDB etc.). Provide timely responses to customer inquiries regarding their claims. Ensure all claims are documented accurately in the company's claims management system.
2. Investigation and Analysis:
   Gather necessary information and evidence to evaluate claims. Liaise with relevant internal teams (e.g., logistics, quality assurance) to investigate claims thoroughly. Identify the root cause of issues and recommend appropriate resolutions.
3. Reporting and Documentation:
   Prepare detailed investigation reports, including findings and proposed resolutions. Compile and maintain accurate records of all claims and related investigations. Generate monthly reports on claim trends and outcomes for management review.
4. Interdepartmental Communication:
   Act as a point of contact between the customer service department and other teams for claim-related matters. Ensure investigation results and feedback are effectively communicated to relevant departments. Collaborate with departments to implement solutions that prevent recurring issues.
5. Continuous Improvement:
   Identify patterns and trends from customer claims to suggest improvements in processes or products. Contribute to developing and updating claim management policies and procedures.

Qualifications

1. Education:
   High school diploma or equivalent (required). Associate’s degree or higher in Business Administration, Engineering, or a related field (preferred).
2. Experience:
   Minimum of 2 years of experience in customer service, preferably in the manufacturing, industrial, or machine tooling industry. Experience in handling technical products or providing customer support for complex machinery (preferred).
3. Skills:
   Strong communication skills, both verbal and written. Ability to handle technical product inquiries and provide solutions in a clear and concise manner. Proficient in Microsoft Office Suite (Excel, Word, Outlook) and CRM software. Excellent problem-solving and troubleshooting skills. Strong attention to detail and accuracy. Ability to work independently and as part of a team in a fast-paced environment.