General Purpose: Files and manages customer claims from initial notification to resolution, serving as the main point of contact between the customer and business. Supports all customer claims to satisfactory resolution while minimizing cost impact to the customer and business, through investigation, negotiation, and creative solutions.

Essential Functions:

• Oversee claims process from start to finish, providing customer support on material issues and shortage claims
• Log customer claims into online system
• Investigate and validate claim independently or collectively with necessary departments
• Engage Field Services for coordinating site visits, or attend site visits as necessary
• Determine and negotiate appropriate action to resolve customer matter within authority level, such as remakes, back charges, etc.
• Escalate and collaborate within the chain of command for matters that exceed authority level
• Establish and maintain positive relationships with customers and ensure timely follow through on all tasks and processes.
• Communicate with customers on a regular basis so claims flow through the system and into production.
• Generate Bill of Materials and manage product remakes through fabrication and shipment.
• Submit coil order requests to Purchasing.
• Coordinate special buyout items with Purchasing.
• Update the schedule regularly and communicate project changes to all departments.
• Keep project file updated.
• Complete training by supervisor.
• Comply with all company and department policies and procedures.
• Comply with all safety policies and procedures.
• Perform other duties as assigned.

Minimum Qualifications:

• Three years or more of experience in claims resolution, project management and/or customer service-related field
• Ability to read and understand metal building/structural/architectural drawings
• Ability to read Plan Specs and confirm that we meet requirements
• Understanding of basic construction terminology
• High school diploma or equivalent.
• Strong customer service skills, including conflict resolution and consistent follow through.
• Excellent verbal and written communication skills.
• Ability to effectively establish and maintain positive relationships with customers.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Intermediate skill level in Microsoft Office (Excel, Word, Outlook primarily).

Physical Requirements & Working Conditions:

• Ability to work the core hours of 8am- 5pm Monday thru Friday with ability to work overtime and weekends as needed.
• Ability to sit for extended periods. Must be able to twist, reach, grasp, and other physical movements.
• Ability to regularly work in conditions typical of an office environment, and occasionally work in conditions typical of a manufacturing environment, including noise, extreme temperatures and humidity, odors, dust, etc.
• Ability to wear prescribed personal protective equipment and appropriate clothing.
• Ability to read, write, and verbally communicate fluently in English.
• Ability to effectively use a telephone, computer, monitor, keyboard, mouse, and common office equipment and machinery.
• Ability to interact effectively with clients, contractors, employees, and other individuals, and must possess professional phone etiquette.
• Ability to function effectively with moderate to high levels of stress in a demanding and dynamic environment.
• Must be able to concentrate for extended periods of time and consistently produce accurate work product, organized thoughts, and execute sound judgment.
• Must be reliable and dependable.
• Ability to lift 25 lbs.

This is a safety sensitive position. AWIP is a drug free workplace.
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