Job Description

Job Information

As an Aftermarket Credit Coordinator you will be responsible for investigating, analyzing, and processing dealer claims to ensure accuracy and compliance with corporate credit and return policies. This position demands effective communication with dealers and various internal departments to facilitate claims processing and enhance operational efficiency. The associate will play a crucial role in maintaining and improving current credit processes for both internal and dealer-related claims. 

Role & Responsibility

Claims Management 

• Investigate, analyze, and process dealer claims for accuracy and compliance, ensuring prompt and accurate resolution for internal stakeholders, including National Accounts and E-Commerce clients.
• Create, authorize, and process invoice adjustments and part claim returns, adhering to established protocols.
• Assess and validate dealer credit claims utilizing inventory software, claims portals, and carrier websites to make informed credit decisions.
• Review and recommend proposals beyond the analyst's credit authority to management, and coordinate with relevant stakeholders, monitoring resolution timelines for credit/debit disputes and returns.
• Track shipments from suppliers and warehouses to ensure timely and accurate delivery.

Customer Relations 

• Train, counsel, and advise Bobcat dealers, field personnel, and internal staff on credit department policies and procedures to foster understanding and compliance.
• Cultivate and maintain strong, productive relationships with customers, dealers, and cross-functional teams within the organization, ensuring effective communication between the Credit Department, internal functions, and stakeholders.

Analysis and Reporting 

• Analyze claim history per dealer to validate loyalty, identify audit needs, and maintain documentation on repeated claim issues for managerial review.
• Document, measure, and report claim history and performance metrics to management, including the analysis of claims related to non-movement of goods through collaboration with warehouses and suppliers.
• Record and analyze credit/debit and return part disputes, monitor turnaround times, and ensure prompt resolution. Arrange immediate escalations when necessary and perform root cause analysis for process improvement.

Compliance and Process Improvement 

• Analyze surplus or obsolete returns for compliance with state law requirements before processing claims.
• Conduct dealer claim audits to evaluate performance and compliance with company standards.
• Manage filings for claims due to carrier-related discrepancies, ensuring adherence to necessary regulations.
• Review and evaluate month-end freight billing for dealers, and provide direction on processing over goods returned to parts warehouses.
• Investigate non-approved returns to determine final disposition and identify opportunities for operational process improvements benefiting both Bobcat and its dealers.
  

Job Requirement

• Associate degree preferred; equivalent experience will be considered.
• 2-4 years in dealer support, customer service, or related roles; credit analysis experience is a plus.
• Strong ability to communicate effectively across various levels of internal and external stakeholders.
• Capable of working independently with minimal supervision and demonstrating initiative.
• Proficient in analyzing data, identifying trends, and making informed decisions.
• Skilled in navigating challenging situations and resolving disputes effectively.
• Ability to comprehend and manage workflow processes related to orders and credit requests efficiently.
• Proven competency in multi-tasking within a dynamic, fast-paced environment while ensuring accuracy.
• Strong focus on accuracy in claims processing, documentation, and reporting.
• Willingness to adapt to changing policies, procedures, and environments.
• Ability to work effectively in a collaborative team environment, sharing knowledge and best practices.
• Less than 10% travel required.

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