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Specialist, Customer Quality Claims

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CommScope

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Location:
India , Verna, Goa

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Customer Claims Specialist in India, you will Be the central point of contact for customer complaints & claims, RMA Returns, Replacement, Credit management, Quality notifications. Research, Analyze and participate in resolving 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 & 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 customer requirements and expectations are clearly and accurately identified 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, Customer service and Logistics.

Job Responsibility:

  • Be the central point of contact for customer complaints & claims, RMA Returns, Replacement, Credit management, Quality notifications
  • Research, Analyze and participate in resolving 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 & 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 customer requirements and expectations are clearly and accurately identified 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, Customer service and Logistics
  • Central point of contact for customer complaints, RMA, returns, replacement, credit management, quality notifications
  • Validate & Analyze the complaints, collect accurate information and documents
  • Entry of the Z1 notification into the SAP system, update complaint details and update CRM D365
  • Communicate and Collaborate with internal department for Quality & Claims investigation
  • Need to be able to understand, follow procedures and work instructions
  • Coordinate with internal and external customers regarding the status of the corrective action & investigation report approvals
  • Process SAP Return Materials Authorization RMA and Coordinate the return with the cross-region logistics departments
  • Process SAP Replacement orders for defective products, carrier damages, missing material, etc.
  • Process SAP Credit/ Debit notes and submit all credit requests for Z1s
  • Process Labor claims charges from customer
  • Update complaint status to customers
  • Update and Close the complaint in D365 and SAP Z1 notifications
  • To perform data analysis, reporting trends
  • Assist Quality team with coordinate and process Product Recalls
  • Follows business procedures pertinent to the compliance
  • As a team member, effectively manages and prioritizes workload and provides back up support

Requirements:

  • Above average proficiency and has hands on experience in business to business (B2B) setting ERP SAP SD S/4 HANA, MS Office (Outlook, Word, Excel, PowerPoint, etc.), MS Outlook, MS Teams, CRM Microsoft Dynamics D365
  • Bachelor's Degree and equivalent experience required with at least 3 to 5 years of work experience in similar position or Customer Claims/Complaints/ Service/ Support/ Order fulfillment or RMA return management environment
  • Experience in a Distribution center and/or manufacturing environment handling finished products (preferred wireless OEM assemblies or electronic products) in earlier jobs is highly preferred
  • Knowledge of the manufacturing process, schedules and scheduling requirements, and logistics
  • Basic knowledge on quality system, tools, ISO9000 is a plus
  • Strong and concise verbal and written communication skills in English
  • Must have good coordination skills. Who can coordinate with internal or external customers effectively
  • Able to apply critical thinking as this is not just a data entry job
  • Must be detail oriented in regard to product quality, product specifications and operational procedures, SAP processes as they relate to addressing and resolving problem reported issues
  • Good verbal and written communications skills, interpersonal skills to communicate with Customers, PLMs, Operations
  • Excellent customer management skills, negotiation, and problem resolution skills. Experience in conflict resolution
  • Ability to enter detailed data from source documents into various databases with speed and a high degree of accuracy
  • Possess strong analytical critical and logical thinking & factual analysis skills
  • Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines
  • Ability to communicate effectively in English, both verbally and in writing, with a wide variety of internal and external parties
  • Must be able to work independently with integrity and without the need of a lot of daily supervision
  • High level of Honesty and Integrity is critical
  • Able to understand and follow procedures accordingly without deviation

Nice to have:

  • Knowledge of the manufacturing process, schedules and scheduling requirements, and logistics
  • Basic knowledge on quality system, tools, ISO9000 is a plus

Additional Information:

Job Posted:
May 20, 2026

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