Shortage & Damage claims are received from customers for materials that were either not received or received in damaged condition. The role involves validating these claims based on Proof of Delivery (POD) and related documents. If delivery is confirmed as complete, claims are disputed with customers. If POD comments or delivery exceptions exist, eligible credits are processed accordingly.
Key Responsibilities
1. Claims Updating and Validation
- Update Shortage & Damage claims in SAP based on customer emails and claim portals.
- Ensure timely punching of Shortage & Damage claims in the S&D; tool.
- Request Proof of Delivery (PODs) and Packing Slips from CSR and carriers (UPS).
- Validate claims by:
- Reviewing PODs and packing slips.
- Checking inventory adjustments.
- Disputing claims when delivery is confirmed as complete.
- Identify eligible claims for credit based on validation outcomes.
2. Communication and Follow-up
- Send follow-up emails to customers for disputed claims.
- Regularly check dispute status in customer portals.
- Maintain continuous communication with CSR, UPS, and internal stakeholders.
- Follow up on open and pending claims to closure.
3. Documentation and Tracking
- Maintain a weekly status tracker for all claims.
- Perform aging analysis on requested and pending PODs.
- Ensure all claim-related documentation is properly stored and traceable.
4. Credit Processing
- Identify credit-eligible claims after validation.
- Update validated claims in the applicable claims or credit tool.
- Ensure credits are processed accurately and within timelines.
5. SIR (Shipping Incident Report) Forms
- Run and prepare SIR forms.
- Share SIR documentation with the US team for review and validation.
6. Claim Approval Support
- Validate claims thoroughly before submission.
- Attach complete and accurate supporting documents.
- Send claims for approval as per defined SOPs and approval matrix.
7. Adhoc Requests & Miscellaneous Activities
- Respond to adhoc requests in a timely manner.
- Perform deduction log (ded-log) analysis for customers.
- Support reconciliation activities and other assigned finance tasks.
Skills & Qualifications Required
- Strong Excel skills (trackers, validations, basic analysis).
- SAP knowledge preferred / added advantage.
- Intermediate English proficiency (spoken and written).
- Solid attention to detail and documentation skills.
- Ability to work with multiple stakeholders and manage deadlines.