Rep, Customer Care

4 semanas atrás

Sao Paulo, Brasil Rockwell Automation Tempo inteiro
Job Description
**The 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 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.**
**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**
- Resolves discrepancies and initiates 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.
Qulifications
Bachelor´s degree in administrative field
2 years of experience doing related activities
English Fluent, Spanish is a plus
LI-RG01

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