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Customer Service - Claims

Hager Companies
We offer an excellent benefits package and competitive salary. Our benefits package includes medical, dental, vision, life and other ancillary benefits. Hager offers PTO, company paid holidays, 401(k), and an incentive bonus plan.

Customer Service - Claims

Position Summary

Perform duties required to review request for customers' credits and return goods authorizations. Make necessary contacts and investigate shortages, request proof of delivery forms. Compile necessary material for written or verbal replies and responses. Receive initial claims call or correspondence and make an immediate decision on the best manner to handle the claim. Input claims and replacement orders in the system as required.

Job Functions
  • Compare receiving reports from all locations to make sure they match original Return Goods Authorization (RGA) documentation and take necessary action to resolve discrepancies and issue credits.
  • Enter information into system for credit or rebate and authorization for return of goods; proofread to verify accuracy of input and distribute information to appropriate individuals.
  • Create UPS shipping label or Bill of Lading for returned goods.
  • Create form letters for proof of deliveries, deductions and damaged goods.
  • Perform data entry to create credit memo.
  • Perform data entry to create debit memo (invoice only).
  • Perform data entry in notepad screen (daily).
  • Take claims calls and correspondence and determine appropriate action which may include forwarding to tech support, customer service, pricing, or sales.
  • Input claims, and enter replacement orders, for those not requiring technical assistance.
  • Prepare monthly activity analysis using Power BI and Excel.
  • Investigate shortages, shipping errors and merchandise damaged in transit.
  • Acquire POD and BOL documents from various sources online and over the phone.
  • Process Distributor Specification program and Voluntary Alternate program in Sales Force and issue credits accordingly.
  • Issue denied letters to sales reps following tech inspection of denied claim.
  • Provide disposition to freight carriers for lost or damaged shipment.
  • Create UPS labels and prepare packages for inspected items when the customer requests to have the item returned.
  • Coordinate with sales, pricing and accounting for quarterly and annual rebates
  • Format and prepare quarterly and annual rebates for distribution and distribute rebates to designated contacts.
  • Maintain cases in Sales Force
  • Investigate, determine and notify customer of non-defective denied claims.
  • Maintain office files, records, and documents.
  • Perform other related duties as required.
Position Qualification Requirements

Education: High School/GED.

Experience: Two years’ experience in a related position.

Skills/Knowledge: Knowledge of general office procedures and practices with emphasis on claims investigations and credit transactions. Proficiency with computers and basic software packages, such as Microsoft Office and Microsoft Excel. Must have good verbal and written communication skills, be dependable, detail oriented and work well in a team environment.

Physical Activities/Demands: Normal office environment which requires the ability to sit, stand, walk, talk, hear, and see. May involve the ability to lift, carry, push, pull or otherwise move objects of up to 15 to 20 pounds, infrequently.

If you are interested in this position, please click here to apply!

Hager Companies is a successful family owned door hardware company that has been in business for 172 years, and is headquartered in St. Louis, MO. The company manufactures and distributes quality door hardware for commercial and residential purposes.

We are an equal opportunity employer committed to workforce diversity.