Supervisor Customer Claims

Job Title: Supervisor, Customer Claims US

Department: Customer Claims

Location: Westminster, CO

We are seeking a dedicated and eager person of action to join our dynamic and global Trimble shared services team. The Customer Claims Supervisor is in charge of overseeing daily team responsibilities, leading staff to perform all the steps necessary for completing requests in a timely and effective manner, coordinating with and supporting internal business divisions and external customers.

What You Will Do

Your role will involve being the point of contact for escalations of highly complex internal and external customer complaints and claims, communicating with various internal teams, and ensuring that customer issues are resolved in alignment with company policies and customer satisfaction goals. Leadership is an essential function of this role providing motivation, positive reinforcement, guidance, discipline, training and energy for the team to develop from and grow. Your top priorities are an improved customer experience, ensuring all compliance requirements are upheld, and encouraging a successful and efficient team atmosphere to set Trimble up for the highest level of success possible.

• Escalation Point of Contact: Investigate and resolve more complicated customer disputes and concerns related to product or service quality, billing discrepancies, shipping issues, and any other customer-related concerns in a professional and empathetic manner.

• Collaboration: Liaise with internal teams such as sales, order admin, product managers, financial controllers, credit & collections, cash applications, and operations to gather relevant information and collaborate on finding appropriate solutions to customer disputes.

• Problem Solving: Problem solving capability that welcomes a challenge. Analyze complex situations and find creative solutions to ensure that customer issues are resolved to their satisfaction while maintaining the company's best interests.

• Escalation: Escalate unresolved or complex disputes to higher levels of authority within the organization while providing comprehensive background information to aid in their resolution.

• Continuous Improvement: Responsible for identifying and initiating process improvements & changes on recurring customer disputes, process inefficiencies, ongoing improvements in customer service and operational processes.

• Customer Satisfaction:  Strive to meet or exceed customer satisfaction targets by addressing concerns promptly, demonstrating empathy, and ensuring a positive overall customer experience.

• Special Projects: Participate in testing scenarios for special internal system enhancements.

• Set Team Priorities: Set daily priorities to ensure task completion.

• Internal Audits: Participate in audit activities and provide transparent information to audit professionals.

• Recruitment & Training: Drive recruitment process, training & development of team members.

• Mentorship: Supporting, enabling and mentoring subordinate leaders in preparation for advancement. 

• Employee discipline and conflict management: For direct reports, and to assist other supervisors.

• Performance review and guidance: For direct reports, and to assist other supervisors.

What Skills & Experience You Should Bring

• Outstanding leadership and organizational abilities

• Excellent interpersonal and communication skills

• 4 year degree or equivalent work experience

• Minimum 5+ years of experience in process handling, accounting, order administration, sales support.

• Minimum of 2 years of experience in people management

• Outstanding leadership & organizational abilities

• Excellent interpersonal and communication skills, both written and verbal, to interact effectively with customers and internal teams while conveying a positive, service-oriented attitude

• Adaptable and open to change, with a continuous improvement mindset.

• Ability to work in a fast-paced stressful environment, prioritize tasks, and meet deadlines.

• Problem-solving and critical-thinking abilities to resolve order-related issues effectively.

• Experience with a top-tier Enterprise resource planning (ERP) system is a plus.

• Familiarity with Salesforce CRM systems and other relevant software applications expected.

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided ou