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Specialist, Customer Quality Claims

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CommScope

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Location:
Singapore , Singapore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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
  • Ensure proper and timely responses are provided to customers and internal teams
  • Maintain liaison relationships across several cross functional teams
  • Validate & analyze the complaints, collect accurate information and documents
  • Entry of the SAP Z1 customer quality notification into the SAP Quality Module system
  • Communicate and collaborate with internal departments for Quality & Claims investigation
  • Coordinate with internal and external customers regarding the status of the corrective action & investigation report approvals
  • Process SAP Return Materials Authorization RMA in SAP Sales Distribution Module
  • Process SAP Credit/ Debit notes and submit all credit requests related to Quality complaints
  • Process Customer Labor claims charges from customers
  • Update complaint status to customers and follow up for satisfaction
  • Update and close the complaints in MS D365 and SAP Quality Module Z1 notifications
  • Generate Power BI reports, perform data analysis, reporting trends
  • Assist Quality team with coordination and process Product Recalls
  • Follows business & quality procedures
  • Effectively manages and prioritizes workload and provides back up support

Requirements:

  • 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.
  • Experience in a Distribution center and/or manufacturing environment handling finished products (Network Infrastructure finished products and components) in earlier jobs is highly preferred
  • Must be very detailed on product quality, product specifications and operational procedures, SAP processes as they relate to addressing and resolving problem reported issues
  • Ability to think broadly and strategically about quality issues & claims processing
  • Strong and concise verbal and written communication skills in both English and Chinese
  • Excellent teamwork skills and customer management skills, negotiation, and problem resolution skills
  • 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
  • Able to understand and follow procedures accordingly without willful deviation

Nice to have:

  • Knowledge of the manufacturing processes (Mechanical and/or Electrical is a plus)
  • Basic knowledge of quality management systems, tools, ISO9000 is a plus

Additional Information:

Job Posted:
May 03, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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