Share this Job

Title:  Customer Claims Representative

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.


Due to higher demand and company growth, CommScope is hiring a Representative, Customer Claims to join our team our  Shakopee, MN  location.


General Summary:

Research and resolve customer complaint claims related to but not limited to order entry, product quality, shipment of material or logistics errors. Ensure all claims are loaded into ERP systems and assigned based on level of complexity and severity. Ensure proper and timely responses are provided to customer based on review of claim.  Provide ongoing communication of resolution status up to and including written communication with the customer regarding resolution. Maintain liaison relationships across several cross functional teams such as quality, engineering, operations, sales, product line management, and logistic. Initiates and participate in review of process improvement initiatives that proactively corrects and prevents issues that would result in improved customer satisfaction metrics for CommScope.


Duties & Responsibilities:

  • Central point of contact for customer complaints, RMA, returns and credit management. This process consists of, but not limited to SAP notifications, authorization and coordination of return and warranty orders, credit and debit request, tracking of shipments including proof of deliveries. Acts as the internal point of escalation for these issues.
  • Collaborate with internal department (including Sales, Product Line Management, Manufacturing, Shipping and Quality Engineering) in support of customer needs.
  • Follows business procedures pertinent to the effective and efficient operations of our claims process
  • As a team member, effectively manages and prioritize workload and provides back up support to peers
  • Actively participate in process improvement initiatives.
  • Provide support and back up assistance to peers


Required Skills & Qualifications:

  • Bachelor’s Degree  or equivalent experience required with at least two years’ experience
  • Clear and concise verbal and written communication skills
  • Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
  • Experience with ERP systems in a business to business (B2B) setting, SAP knowledge preferred
  • Experience with conflict resolution
  • Must be detail oriented in regard to product quality, product specifications and operational procedures as they relate to addressing and resolving problem reported issues
  • Must be able to work independently without a lot of daily supervision


Preferred Skills & Qualifications:

  • Two years of work experience in a business to business environment  
  • Experience in a manufacturing environment  
  • Knowledge of SAP  
  • Bilingual English and Spanish   

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.


Nearest Major Market: Minneapolis

Job Segment: Customer Service Representative, Engineer, ERP, Customer Service, Engineering, Technology, Research