Sr. Customer Claims Coordinator - Le Mars, IA

The Customer Claims Team Lead is responsible for assisting the Customer Claims Supervisor with the day-to-day claim operations. This role ensures timely, accurate claims settlement and root-cause resolution of claims and trade deductions, alignment to approved Trade Offers, and proactive prevention of unauthorized claims

• Mentor: Mentors the claims team to process, investigate, and settle trade promotion claims within established corporate policies, procedures, and practices. Ensure claims are processed accurately and within defined service levels, ensuring each claim is validated against approved Trade Offers and supporting documentation across customer portals and internal systems.
•  Escalation: Serve as an escalation resource and mentor to assist other team members by answering questions, providing solutions to complex issues, and/or serving as back up as necessary. Serves as a resource within the department/company to provide input on complex cross functional 
• Unauthorized Claims KPI: Monitors and updates internal controls to prevent and remediate unauthorized or non-compliant deductions; drive repayment efforts and avoidance strategies by coordinating with Claims, Sales and Finance on offer terms, accruals, and exceptions.
• Aging KPI: Monitor deduction aging performance, escalate barriers, and implement corrective actions that reduce unsettled claims older than targeted thresholds and eliminate >60-day items.
• Departmental Audit: Conducts weekly/monthly internal audits and scorecards within the department to ensure accuracy and alignment with corporate policy, procedures, and practices. Coordinates with departmental supervisor on areas of improvement.
• Policy, Procedure and Work instructions: Manages documentation capture, invoice reconciliation, and proof-of-performance, including continuous improvement of claim preparation and settlement practices across priority customers.
• Special Projects: Actively participates in and/or leads special projects, process improvement initiatives, and/or serves as a resource to test new systems to enhance company and departmental productivity. Continually identifies and drives process improvements to reduce administrative cost by streamlining processes and reducing deduction volume.
• Other: May perform various reporting and tasks assigned by management. This may include but is not limited to the following: account specific reporting, team reporting, departmental and/or metric reporting.

• Degree, in Accounting, Business or Related field or equivalent work experience. 
• Prefer 3-5 years of related customer service or financial administrative support experience. 
• Knowledge - Proficient with Microsoft Office; intermediate to advanced skills with Microsoft Excel preferred. Prefer experience with Oracle applications. Tableau expertise is a plus.
• Skills - Excellent organizational skills coupled with strong communication and customer service skills. Accurate and effective problem solving/analytical skills. A strong eye for detail. The individual should be self-driven, possess skills to handle stress, negotiate, and manage conflict. 
• Abilities - Ability to multi-task, work independently and determine priorities. Must be adaptable, proactive, and able to respond quickly to departmental demands. Ability to work well within a close-knit team environment and work in a cross-functional work environment. Ability to work in a face-paced environment. 

Reports to Customer Claims Supervisor 

Direct Reports - 0 

Indirect Reports - 0

The base pay range for this position is $68,000 to $96,000 annually.  Actual compensation will be determined based on experience, qualifications, and other job-related factors permitted by law.  This pay range represents the anticipated salary for this position at this time.

Wells Enterprises is an EEO/AA employer M/F/Vet/Dis

Wells Enterprises, Inc. is the largest privately held ice cream manufacturer in the United States. Founded in 1913 by Fred H. Wells and run by the Wells family for generations, the company is an independent operating company of the Ferrero Group, one of the global leaders in sweet, packaged foods. 

Wells produces more than 200 million gallons of ice cream per year and distributes products in all 50 states. Wells manufactures its signature brand Blue Bunny®, lower-calorie Halo Top®, the iconic B