Specialist, Customer Quality Claims

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

As a Customer Quality Claims Specialist, you will:

Be the central point of contact for customer quality related complaints & claims, RMA Returns, Replacement, Credit management, and Quality notifications and documentation.

Research, Analyze, Data entry and participate in resolving customer complaint claims related to but not limited to order entry errors, product quality issues , and shipping & logistics errors. Ensure all claims are loaded into ERP & CRM systems and assigned based on level of complexity and severity.

Ensure proper and timely responses are provided to customers and internal teams based on review of claims. Ensure customers’ requirements and expectations are clearly and accurately identified, communicated and follow up on the required action items & resolutions.

Maintain liaison relationships across several cross functional teams such as Quality, Engineering, Operations, Sales, Field engineers, Product line management, Finance, Customer service and Logistics.

Duties & Responsibilities:

• Central point of contact for customer quality complaints, RMA, returns, replacement, credit management related to, and quality complaint notifications.
• This process consists of, but is not limited to Claims MSD365 Case Management, SAP Sales Order and SAP Quality notifications processing. Authorization and coordination of return and warranty orders, credit and debit requests.  Tracking shipments including proof of deliveries.  Acts as the internal point of escalation for these issues.
• Validate & analyze the complaints, collect accurate information and documents (material ID, Serial numbers, test results, problem descriptions, Photos/Pictures of Product/Box/Package label, signed POD, Checklist, etc.) to proceed with a claim
• Entry of the SAP Z1 customer quality notification into the SAP Quality Module system, update complaint details and update CRM D365.
• Communicate and collaborate with internal departments (including Sales, Product Line Management, Manufacturing, Shipping Transportation, Engineering, Finance and Quality), for Quality & Claims investigation and actions required to support and identify best solutions to customers' urgent needs.
• Need to be able to understand, apply logic, follow procedures and work instructions and not to deviate without valid reasons.

• Coordinate with internal and external customers regarding the status of the corrective action & investigation report approvals to completion
• Process SAP Return Materials Authorization RMA in SAP Sales Distribution Module and Coordinate the return with the cross-region logistics departments. Process SAP Replacement orders for defective products, carrier damage, missing material, etc. to customers.  Follow progress of replacement order, possess proactive and agility in identifying prompt alternatives to support fast paced line down situations at customer’s sites.  and escalate urgencies when necessary to completion
• Process SAP Credit/ Debit notes and submit all credit requests related to Quality complaints to Credit Financial Services
• Process Customer Labor claims charges from customers by summarizing case details for approval request from PLM and Finance processing.  Process payment account set up to pay labor claim to indirect customers
• Update complaint status to customers and follow up with customer for satisfaction with response before complaint case closure.
• Update and close the complaints in MS D365 and SAP Quality Module Z1 notifications (where applicable) upon completion of all action items.

• Generate Power BI reports, perform data analysis, reporting trends of products, regional trends back to specific Customers and other duties as assigned
• Assist Quality team with coordination and process Product Recalls from Customer's locations
• Follows business & quality procedures pertinent to the compliance, effective and efficient operations of our claims & quality process
• As a team member, effectively manages and prioritizes workload and provides back up support to peers within and across regions

SKILLS REQUIRED

Include demonstrated competencies and physical, mental, & interpersonal skills.

• Above average proficiency and has at least 5 to 10 years of hands on experience in
  • Business to business (B2B) setting
  • ERP SAP S/4 HANA, SAP Sales Distribution Module and SAP Quality Module S/4 HANA,
  • MS Office (Outlook, Word, Excel, PowerPoint, etc.), MS Outlook, MS Teams,
  • CRM Microsoft Dynamics D365, Online Web tools and Business Objects Power BI Reporting tools
  • Bachelor’s Degree or equivalent Quality Engineering experience required with at least 5 to 10 years of work experience in similar position or Customer Quality Claims/Complaints/ Service/ Support/ Order fulfillment or RMA return management environment.  
  • Working knowledge of basic Quality tools, such as TQM, , SPC, , Control Plans, Cause & Effect, Poke Yoke (Error proof), Kaizen Lean Manufacturing and QC 7 tools etc.
  • Knowledge of the manufacturing processes (Mechanical and/or Electrical is a plus), schedules and scheduling requirements, and logistics.
• Experience in a Distribution center and/or manufacturing environment handling finished products (Network Infrastructure finished products and components) in earlier jobs is highly preferred.
• Basic knowledge of quality management systems, tools, ISO9000 is a plus
• Must be very detailed on product quality, product specifications and operational procedures, SAP processes as they relate to addressing and resolving problem reported issues. Able to apply detailed analysis and critical thinking as this is not just a data entry job
• Ability to think broadly and strategically about quality issues & claims processing. Possess strong analytical critical and logical sensible thinking & factual analysis skills
• Strong and concise verbal and written communication skills in both English and Chinese. Good interpersonal skills and coordination skills to communicate with Customers, PLMs, Operations
• Excellent teamwork skills and customer management skills, negotiation, and problem resolution skills. Experience in conflict resolution
• Ability to understand and enter detailed data from source documents into various databases with speed and a high degree of accuracy.
• High level of Honesty and Integrity is critical.  Has good work ethics and mature attitude. Must be able to work independently with high integrity and without the need of a lot of daily supervision
• Able to understand and follow procedures accordingly without willful deviation

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Why CommScope:

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. 

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo