Spa Claims Customer Experience Advisor

Rockwell Automation; Xico; Presencial; MXN 539,000 - 900,000; Jornada completa

Descripción de la vacante

A technology company is seeking a Customer Care Representative in Xico, Mexico. This role involves processing claims and managing credit requests through SAP while ensuring compliance and customer satisfaction. Successful candidates will need to resolve discrepancies, analyze issues, and provide support to both internal and external customers. The position requires a high school diploma or GED, legal authorization to work in the US, and strong customer service skills.

Formación

• High school diploma or GED required.
• Legal authorization to work in the US is mandatory.
• Minimum of two years commercial business experience preferred.

Responsabilidades

• Process requests for claims and credits using SAP.
• Manage claim processing for distributors to meet service levels.
• Analyze root causes of issues in claim processing.

Conocimientos

Process management

Continuous improvement

Customer service

Data analysis

MS Excel proficiency

Educación

High school diploma or GED

Herramientas

SAP

Descripción del empleo

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers – amazing companies that help feed the world, provide life‑saving medicine on a global scale, and focus on clean water and green mobility – our people are energized problem solvers that take pride in how the work we do changes the world for the better. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work, and if that’s you we would love to have you join us!

Job Description

The Special Pricing Authorization (SPA) Claims Customer Care Representative is part of the global Center of Excellence (COE) supporting Ship from Stock and Credits (SFSAC) to RA Distributor partners. This process supports negotiated pricing and has a direct impact on both RA and their distributor’s cash flow. In supporting the processing of these credits, all compliance and legal requirements must be met within the decision authority that is provided in this role. In addition to the claim credit process, analysis of claim errors, agreements, credit values and trends is critical to ensure that the process is always in control. The CC Rep in this role will interact with the people within the COE, but also other functional areas of RA taking ownership of resolving claim processing and/or customer issues within and outside of their physical location.

Essential Functions

• Process requests for claims (rebates) or credit utilizing SAP business tools adhering to policy and procedures as defined to ensure compliance.
• Manage claim processing in SAP for a set of distributors from start to finish, meeting the service level agreements.
• Execute sound and ethical judgment in resolving customer issues according to company policy in a timely manner.
• Ability to work independently with a team/leader in different locations.

Leadership

• Analyze the root cause of issues, take corrective action and evaluate the impact of the problem on other similar transactions. If appropriate take additional corrective actions and share results with Manager and other team members.
• Take responsibility for continuous development and performance.
• Identify, research, analyze and implement process improvement ideas in primary work area and across work areas.
• May lead a small work group or direct the activities of those with less experience.

Interpersonal

• Coordinate and provide support and training relevant to position for internal and external customers as needed.
• Interact with others internally and externally supporting the overall company culture and initiatives.
• Interact effectively with customers in other regions than home location.
• Lead or represent SPA Claims processes in project management activities with other business units as necessary or required.
• Demonstrates knowledge and confidence in SPA Claims processes, following standard operating procedures.

Business

• Resolve discrepancies and initiate timely corrective action, coordinating with internal and external customers as needed.
• Coordinate resolution of accounts receivable discrepancies with the credit and collections team.
• Issue/authorize credit based on approved Delegation of Authority level.
• Provide review and approval to distributor’s credit request on a daily basis, uploading claims into SAP as received by RA Distributors in other regions of the world.
• Responsible for the relationship with a specific RA Distributor Partner, working directly to review and address any claim related request/issue.
• Prepare monthly activity reports. Support preparation of monthly metric reports and graphs as required.
• Ensures familiarity of, and adherence to, company policies and procedures. Appropriately applies policies and procedures in compliance with government laws.

Basic Qualifications

• High school diploma or GED.
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Demonstrated skills in process management and continuous improvement.

Preferred Qualifications

• Minimum of two years commercial business experience, customer facing.
• Proficient in MS Excel and its function to generate and summarize data.
• Familiarity with basic accounting methodology.
• Data driven decision making and analytical systems experience.