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Mazda North American Operations
Representative, Dealer Assistance (Claim)
Aug 27, 2024
Full-time
Full Job Description

Job Description:

The Representative, Dealer Assistance (Claims) handles all aspects of parts claims and returns for dealer and supplier shipments. This role is tasked with coordinating credits for dealers in cases of PDC shipment errors, including issues like incorrect parts, shortages, or overages, as well as managing returns of excess inventory or materials ordered by mistake. Furthermore, the representative identifies and assigns responsibility for any damaged materials to the appropriate party, such as carriers, packaging, the dealer, or MNAO/Neovia Logistics.

Major Areas of Responsibility (MAR):

Claims and Returns Processing - 75%

  • Serve as the primary contact for assigned Regions partners (including dealers) for all claims, credits, and returns issues.
  • Collect, document, and respond to calls and emails from dealers regarding parts claims and returns.
  • Collaborate with dealers to ensure claims and returns are submitted in a timely and well-documented manner.
  • Research parts-related claims and inquiries, utilizing all available resources and knowledge to determine appropriate resolution per MNAO procedures and processes.
  • Collaborate with 3PL returns leaders/supervisor and PDC Compliance Managers to research and resolve dealer inquiries and claims.
  • Monitor open daily aging open claims and returns reports to coordinate timely closing with dealers/3PL/carriers/PDC Compliance Managers.
  • Ensure comprehensive and detailed documentation for all claims submitted.
  • Based on claim findings, follow up with carriers/dealers/3PL/buyers, including filing transportation claims for reimbursement.

Department Support - 15%

  • Support the creation and documentation of standard operation procedures (SOP) for the department.
  • Support the review and updates to the Mazda Parts Operation Guidelines.
  • Escalating eMDCS/EBS system issues impacting dealer claims-return entries.
  • Coordinate and process dealer Termination Returns, one-time policy requests, ad hoc invoice and credit requests, and other infrequent tasks to ensure timely and accurate resolution.

Process Improvement - 10%

  • Identify outlier performance warranting corrective actions.
    • Identifying common swapped deliveries (carrier issue or 3PL)
    • Vendor quality issues (mis-labeled, insufficient packaging)
  • Participate and represent Claims activities during assigned Regions partner meetings to support quality improvements.
  • Review assigned group claims data to identify areas of opportunity based on data trends and provide recommendations to leadership.

Qualifications and Other Requirements:

Education:

  • Minimum High School diploma (GED). Bachelor’s degree in Supply Chain Management, Business Management or related field preferred, or equivalent combination of education, training, and work experience.

Experience:

  • Minimum two (2) years’ customer service experience in retail, automotive or other similar industries
  • Experience analyzing customer issues involving several variables.
  • Experience providing timely and accurate information to incoming customer inquiries and product requests following thorough research and assessment.
  • Experience with data entry and processing in a fast-paced workplace.

Knowledge/Skills/Abilities:

  • Must have strong customer service skills.
  • Ability to adhere to strict processing deadlines while ensuring accuracy and attention to details.
  • Must be analytical and a problem solver with the ability to identify problems and/or cause-effect relationships; identify key issues; secure relevant information from all appropriate sources; identify possible root causes of problems and develop and implement corrective actions for resolution.
  • Strong organizational skills and the ability to prioritize tasks are essential. Must be able to establish a course of action for self and others/department to accomplish specific goals; must plan and prioritize proper assignments of personnel and/or appropriate allocation of resources.
  • Well-balanced interpersonal skills; Must be able to establish and maintain effective working relationships with all levels of management, employees, customers, and outside vendors; Must be able to clearly and effectively communicate both orally and in writing, using good grammatical form, both in general correspondence, as well as on technical issues.
  • Ability to produce timely deliverables and manage multiple and shifting priorities in a dynamic environment.
  • Proficiency with computer applications, including Microsoft Excel, Word, PowerPoint, and Outlook, as well as the ability to learn and effectively utilize other software applications used within the Company. Access knowledge is a plus.
  • Self-motivated and capable of working with minimal supervision and/or direction.

#LI-Remote

We support Remote work in the following states:

Alabama, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

Pay Range:

$19.91-$27.34

Salary to be determined by education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.

Learn more about MNAO’s comprehensive benefits package here

PDN-9cdcfd2f-8ef8-4536-bb59-378c4c4ce3e5
Job Information
Job Category:
Transportation
Spotlight Employer
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Representative, Dealer Assistance (Claim)
Mazda North American Operations
Aug 27, 2024
Full-time
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