Claims Analyst II

Mission Statement

As a Mannington Associate I am expected to conduct myself in a manner which supports the company’s values and philosophy, while performing in the best interest of my fellow associates. I am expected to contribute to our mission statement: to be the best people to do business with in the flooring industry.

Claims Analyst 2

Summary – The Claim Analyst 2 will be responsible for assessing claims and answering the Customer Care Residential line when needed; providing effective resolution of customer inquiries and complaints received in writing, by phone, or via email. Possess extensive knowledge of company products, warranties, and installation. Will be responsible for complex claims. Interacts with interdepartmental personnel in solving day-to-day problems and collect and investigate information which aids in decision making. Is competent in consumer communications software, customer database operations, and corporate web site(s).

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Claims Assessment Responsibilities:

• Distribution Claims
• VIP Accounts
• Complex Claims
Authorized to approve Claims
• $7500

• Report significant and/or recurring field complaints
• Responds to call center contacts and resolves consumers inquires and complaints
• Monitor conditions conducive to claims with a view to their prevention and/or correction.
• Research information needed to determine if the claim is warranted
• Composes accurate, prompt, and effective replies to customer correspondence
• Exercising decision-making ability to resolve customers complaints in accordance with Mannington’s warranties and policies
• Maintain Claim files in Salesforce.com (SFDC).
• Ensure accurate dairy and claim activities in Salefore.com and SAP (SFDC, SAP, etc.).
• Prepare Return to Mill, Credit and billing documents for Claim processing.
• Research and resolve customer requests for Activities relate to Claims issues.
• Make recommendations to process improvements and implementing those recommendations.
• Effectively Communicate Claim Decisions
• Receive and answer customer questions and complaints while assuring customers receive efficient and courteous service by mail, email, or telephone.
• Cross train and perform back-up duties for Inbound Call Center Reps.
• Assist Claim Manager with other projects / tasks as needed

Education and/or Experience

• Bachelor’s degree in related field preferred; or two years or more related experience and/or training; or equivalent combination of education and experience.
• 2-5 years of experience in Customer Service or Call Center Operations/ Claims
• Experience in flooring industry preferred.
• Excellent communication skills and attention to detail
• Ability to download data to provide shipping information.
• Organizational and time management skills required to balance the demands of multiple Claims and to meet Departmental Goals.
• Strong problem-solving skills and ability to use sound judgement
• Mandatory proficiency in Microsoft Office; SAP and/or Salesforce.com experience a plus.
• Ability to occasionally lift to 50lbs.

Mannington Mills is an Equal Opportunity Employer and maintains a drug and tobacco free workplace. All qualified applicants will receive consideration for employment without regard to any legally protected status.