Claims Administrator

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Job Details

Job Title: Claims Administrator

Reports To: Credit Manager

Job Purpose:
To enable the timely and accurate processing of credit claims on the full-service business, in accordance with Good Distribution Practice (where applicable) as necessary to protect the Company from losses by fraudulent claims or delay in cash collections.

Key Tasks

• Collate information for logging claims for shortages, overages, debits, damages, and uplifts daily and print all claims from the email box, monitoring this regularly throughout the day
• Log Export order shortages and scan the completed credit into file.
• Email destruction notification to all customers for damaged stock. Chase any outstanding notifications not returned, and chase for any photos of damaged stock
• Challenge customers for all failed uplifts which have been destroyed or refused or not collected
• Investigate all stock discrepancies from system, daily reports received, warehouse, returns and liaise with Inventory
• Liaise with Returns Department to validate returns for credit
• Chase customers for the storage declaration if this has not been returned with the goods
• Challenge customers for claims for shortages/overages where no stock discrepancy or return
• Identify and book on stock for failed deliveries/unauthorized returns. Notify Returns Department of reference number to enable stock to be booked on systems and add RGN numbers to the invoices on the invoicing system.
• Check to see if any excess goods have been delivered with shortage claims
• Liaise fully with credit controllers
• Update systems to reflect progress of credit claims
• Update Client exceptions for their authorization.
• Liaise fully with customer care, operations, client, and customer re-outstanding or new claims
• Monitor progress and location of all credit's claims updating outstanding credit log daily on the status of claims
• Act as additional resource for pricing department during holidays, sickness and busy periods assisting in the maintenance of pricing schemes
• Filing completed or cancelled claims, and yearly archiving claims with the warehouse
• Contact and challenge customers for suspense stock levels from inventory report
• Check non shipped order list to see if any have been delivered to the customer
• Raise claims with couriers for any lost stock that has been notified within the relevant time scales
• Liaise with clients for authorizations on large returns, short-dated stock and sale or return requests as per associated documents
• Liaise with the client account managers with credit issues etc.
• Regular monthly meetings to discuss department issues, progress, and development
• Maintain standards in accordance with the Health & Safety policy
• To assist the Credit Manager where necessary regarding claims
• To carry out any reasonable requests as determined by Management
• Handling claims for faulty products or reports of adverse events in accordance with company procedures.
• Working closely with QA for any quality issues or MHRA queries with claims or collections
• To ensure that all direct reports adhere to the Company Health & Safety policies/standards at all times
• To ensure that all accidents and near misses are reported immediately to the HS&E Manager
• To ensure that all department activity is performed in accordance with company procedures and client instructions
• Comply with all applicable Standard Operating Procedures and Training Manuals in order to ensure activities are performed in compliance with relevant requirements of GDP, GMP (as applicable) and any ISO certifications held by the company.