Claims Representative (Customer Service) - Jobs in New Westminster

Job Description

SUMMARY:The Claims Representative is responsible for taking customer calls and emails regarding complaints and credits (i.e., damaged or missing items, wrong items, shipping, and other problems), resolving problems successfully to the customer’s satisfaction wherever possible. All claims calls must be documented and investigated for verification and resolution. Contact with freight companies will be required to track missing items and freight claims. The Claims Representative will follow-up with customers regarding the resolution, make any arrangements required for return of product or re-sale, and put through the appropriate credit notes and paperwork for processing any credits, also dealing with any further follow-up (i.e., verifying returns). DUTIES AND RESPONSIBILITIES:

• Handles emails and calls regarding problems and complaints and determine the best resolution for the customer in the circumstance. This may include fixing billing errors, providing discounts where appropriate, contacting shipping companies to confirm if product is lost and follow-up from there, dealing with short-dated product, arranging returns, consulting with various departments within Horizon to resolve problems, etc.
• Prioritizes work based on what is urgent (i.e., customer is missing part, or all, of an order) and what can wait. The longer the problem sits the harder it can be to track and resolve.
• Gathers all the information to make an informed decision to determine next steps.
• Examines the situation thoroughly before denying a claim.
• Familiar with claims procedures for our key accounts.
• Consults with CS Manager regarding possible system pricing errors.
• Remains calm and non-argumentative. Is receptive to the customer’s concerns and ensures to be helpful, with an aim to satisfying our customers.
• Consults with or refers customer to CS Manager if the customer is not satisfied with outcome.
• Ensures that there is a continuing flow of credit processing, keeping customer up to date with timely follow up.
• Focuses on continuous improvement with our processes.

QUALIFICATIONS/SKILLS REQUIRED:

• 2 years of claims or order-desk experience in a high volume, fast-paced environment.
• Strong computer skills - experience with Microsoft Office and CRM or ERP.
• Excellent verbal and written communications skills, and a polite and positive telephone presence.
• Excellent problem-solving capability and investigative skills.
• Ability to remain calm and helpful when a customer is upset.
• Ability to work autonomously and with the team without direct supervision or monitoring.
• Strong sense of self-responsibility and self-awareness.
• Knowledge and interest in the organic and natural industry is an asset.

COMPENSATION + WORKING CONDITIONS:This is a full-time and permanent role (40 hours/week) with a starting annual salary of $51, 355.6% vacation accrual, and 3 weeks of vacation time after the first year of employment.One Roving Stat (personal day) per year.Extended Medical, Dental, Heathcare Spending Account, Disability, Life, AD+D insurance coverage after 3 full months of employment.PERKS + CULTURE:Focus on Wellness

• Extended Medical + Dental (company-paid premiums)
• Disability, Life and AD amp;D insurances
• EFAP immediately upon hire
• Generous paid time off (3 weeks’ vacation and personal day)
• Paid sick time, including dependent sick time for those with children (up to 13 days per year)
• Fitness Subsidy
• Discounted grocery and wellness products and lunch program
• On-site gym
• Dog friendly office
• Scent-free environment

Focus on our Community

• Partnerships with Quest Food Exchange and The Downtown Eastside Women’s Centre
• Paid volunteer hours

Focus on the Environment

• Transit Subsidy – up to 100%
• Shuttle Service from/to 22nd SkyTrain station
• Cycling Subsidy
• Indoor bike lock up area
• Recycling + Composting Program
• Partnerships with Urban Impact and Alvéole, an urban beekeeping company

APPLICATION INFORMATION:Please apply at https://myavanti.ca/horizoncareers with your resume listing relevant experience. Must be located in the Lower Mainland and be able to commute to our location.Horizon is an equal opportunity employer valuing diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, ancestry, colour, place of origin, gender, gender identity, age, religion, disability, family status, sexual orientation, or any other status or characteristic protected by law. If you require assistance or a reasonable accommodation in any aspect of the application process, please contact the People + Culture department.About Horizon Grocery + Wellness:Horizon Grocery + Wellness is a leading distributor of organic and natural foods, household products, supplements, and natural personal care items, servicing thousands of locations across Western Canada. We thrive as a market leader via effective partnerships and primary relationships with our valued retailers and suppliers. We are a privately owned, 100% Canadian company with a 150,000 square foot Grocery facility and a 40,000 square foot Wellness facility located in south Burnaby, BC. Horizon Grocery + Wellness is the cornerstone of the Horizon Group, a privately held, Canadian-owned group of companies with distribution facilities servicing over 6000 customers across Canada.