About the role
Position Summary:
Reporting to Manager, Customer Claims is responsible for investigating customer claims and deductions to drive to the root cause, propose corrective actions and prepare backups for claim disputes. In collaboration with Customer Supply Chain, Finance, Sales, and Logistics this role plays a pivotal part in day-to-day claims process working towards overall reduction of noncompliance fines by determining and addressing root cause issues. Customer Claims Analysts ensure all customer claims are resolved in a timely matter, gather required supporting documents to file claim disputes, and monitors claim status.
Key Accountabilities:
- Monitor key KPIs—on-account balances, in-process dollars, and in-process days—to drive performance improvements while enhancing the overall customer experience.
- Support reduction of claims with improved recovery, root cause analysis and overall customer experience.
- Help prepare reports for weekly meetings with the customers and internal stakeholders to identify areas of opportunity and provide recommendations. Internally, you will support communication with key stakeholders to call out exceptions in OTIF, flag risks, and provide actionable recommendations and be proactive with service issues.
- Own the investigation process of claims, ensure proper back us are filed and in alignment with customer noncompliance manuals.
- Leverage internal tools as well as customer portals to action all OTIF claims as soon as they happen.
- Work internally at Sofina with cross-functional teams to root cause frequent OTIF issues and minimize re-occurrence. Track and measure.
- Maintain database of customer specific OTIF requirements.
- Provide training and support to customer supply chain specialists to ensure proper investigation process, credit issuance and usage of new tools (Claims portal, customer trackers)
Requirements:
- Degree in a Business Discipline and minimum of 3-5 years of relevant experience
- Understanding CPG Environment
- Strong skill in MS Office applications (Access, Word, PowerPoint, Excel, Outlook) and the Internet
- Excellent verbal and written communication skills.
- Strong analytical and negotiations skills
Sofina Foods Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
About Sofina Foods
Sofina Foods is one of Canada's leading manufacturers of primary and further processed protein products for both retail and foodservice customers as well as international markets. We manufacture pork, beef, turkey, chicken and fish products. Our family of brands include: Cuddy, Lilydale, Janes, Mastro, San Daniele, Fletcher's, Vienna, Riserva and Zamzam. We are also the exclusive distributor of Italy’s finest Rio Mare, Lavazza and San Benedetto products in Canada.
About the role
Position Summary:
Reporting to Manager, Customer Claims is responsible for investigating customer claims and deductions to drive to the root cause, propose corrective actions and prepare backups for claim disputes. In collaboration with Customer Supply Chain, Finance, Sales, and Logistics this role plays a pivotal part in day-to-day claims process working towards overall reduction of noncompliance fines by determining and addressing root cause issues. Customer Claims Analysts ensure all customer claims are resolved in a timely matter, gather required supporting documents to file claim disputes, and monitors claim status.
Key Accountabilities:
- Monitor key KPIs—on-account balances, in-process dollars, and in-process days—to drive performance improvements while enhancing the overall customer experience.
- Support reduction of claims with improved recovery, root cause analysis and overall customer experience.
- Help prepare reports for weekly meetings with the customers and internal stakeholders to identify areas of opportunity and provide recommendations. Internally, you will support communication with key stakeholders to call out exceptions in OTIF, flag risks, and provide actionable recommendations and be proactive with service issues.
- Own the investigation process of claims, ensure proper back us are filed and in alignment with customer noncompliance manuals.
- Leverage internal tools as well as customer portals to action all OTIF claims as soon as they happen.
- Work internally at Sofina with cross-functional teams to root cause frequent OTIF issues and minimize re-occurrence. Track and measure.
- Maintain database of customer specific OTIF requirements.
- Provide training and support to customer supply chain specialists to ensure proper investigation process, credit issuance and usage of new tools (Claims portal, customer trackers)
Requirements:
- Degree in a Business Discipline and minimum of 3-5 years of relevant experience
- Understanding CPG Environment
- Strong skill in MS Office applications (Access, Word, PowerPoint, Excel, Outlook) and the Internet
- Excellent verbal and written communication skills.
- Strong analytical and negotiations skills
Sofina Foods Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
About Sofina Foods
Sofina Foods is one of Canada's leading manufacturers of primary and further processed protein products for both retail and foodservice customers as well as international markets. We manufacture pork, beef, turkey, chicken and fish products. Our family of brands include: Cuddy, Lilydale, Janes, Mastro, San Daniele, Fletcher's, Vienna, Riserva and Zamzam. We are also the exclusive distributor of Italy’s finest Rio Mare, Lavazza and San Benedetto products in Canada.