Customer Claims Representative

The Customer Claims Representative is responsible for the processing of allowance programs and claimback. The Customer Claims Representative will develop, implement and track allowance payment workflows ensuring calculation accuracy while also maintaining an acceptable claimback ageing balance.
**Day to Day Roles**
- Responsible for loading approved allowance programs (ex: Buying group rebates, CDPs, and Re-distribution rebates) and accurately calculating monthly, quarterly and annual program payouts using SAP, BI data.
- Must analyze allowance programs structures and make process improvement recommendations when applicable to enhance administrative efficiencies of the process.
- Provide high quality internal customer service by being the lead on inquiries relating to allowance program calculations.
- Leads the research and resolution to all issues within the allowance program calculation process. Resolves discrepancies through research and/or by contacting internal stakeholders to explain issues and to request additional details.
- Manages through SharePoint back-up documents outlining details of allowance program calculations.
- Manages the processing of customer claims. Must analyze and approve/deny claims based on multiple criteria. Required to recognize and resolve issues related to the claim.
- Responsible for clearing end-user and distributor re-distribution claimbacks ensuring accuracy and timeliness.
- Responsible for managing and updating sub-jobber lists within SAP system for approved Dart Canada re-distribution customers.
- Manages an ageing balance at an acceptable level ensuring that claimbacks are cleared with 30 days from the receipt of the distributor sale back-up documentation.
- Acts as a lead on research and resolution to issues with incorrectly claimed amounts. Resolve discrepancies through system investigation and/or by reaching-out to key stakeholders in Marketing and Sales to explain issues, compile back-up information and recommend a solution.
- Initiates Dispute Management workflow to log disputed claimback amounts along with SKU level details to begin the remittance process.
- Responsible for performing all additional duties as they get assigned to Contracts and Pricing Management Group.
- Will perform special assignments when required.

**Core Skills and Qualifications**
- Able to work full time - Monday to Friday
- Able to work overtime when required
- Ability to write cohesive reports and correspondence
- Advanced knowledge of Mathematics. Ability to calculate price, discount percentages, costs, margins, etc.
- Strong analytical skills with an emphasis on extracting/combining viable and conclusive business information from various data sources. (such as: pricing, allowance programs, volume information, etc.)
- Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, and meets deadlines
- Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs
- Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance and punctuality requirements
- Manages workload, prioritizes tasks, develops effective work procedures, manages time well, and handles information flow
- Keeps information organized and accessible. Keeps a clear record of historic decisions
- Understands and constantly adheres to company mission, core objectives and VCP’s. Keeps job knowledge current and is in command of critical issues
- Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values
- Effective listener.
- Able to empathize with others, however is able to remain firm on decisions within his/her sphere of influence

**Preferred Skills and Qualifications**
- College/University Degree in Business, Economics, Finance or other related field
- Proficient with Microsoft Office, advanced Excel skills (vlookups, pivot-tables, ‘if’ functions).
- Familiarity and working knowledge of SAP

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job, with or without reasonable accommodation. They are not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Employees are expected to maintain regular and consistent attendance and comply with the company’s policies and procedures as a condition of employment.