"Alerted.org

Claims Representative

Level: Full-Time Hourly - Non-Exempt

Division / Department: Logistics / Claims

Reporting to Position: Director of Warehouse Operations

About the Role:

The Claims Representative is responsible for processing members’ claims for warehouse orders and supporting the claims systems with high customer service.

Responsibilities Include:

+ Provide timely, friendly, and accurate customer service through problem-solving, adaptability, and empathy.

+ Process claims received from members via the web-based online claims system regarding damages, defectives, shortages, overages, return merchandise, and other problems relating to Retail Service Center shipments.

+ Communicate with members and Retail Service Center (RSC) staff members by telephone and e-mail regarding claims

+ Train members on how to file claims and use the online site

+ Process replacement shipments and file UPS, Fed Ex, and Postal Service claims for lost and damaged shipments sent by small parcel.

+ Communicate with Order, Logistics, and Merchandising regarding shipping, pricing, and dating errors.

+ Maintain thorough and accurate records of all claims and communications.

+ Research of claims using mainframe, databases, FUSION, Softeon, and online resources.

+ Meet performance metrics such as response times, accuracy rates, and customer satisfaction scores.

+ Participate in team meetings and contribute to process improvement discussions.

+ Other job duties as requested.

+ This job is not approved for remote / hybrid work

Education and Experience:

+ 2-year accounting degree or 2-5 years related work experience

+ 2-years of customer service experience

+ Competency on the computer with a strong knowledge of Google Sheets and Docs

Skills and Abilities:

+ Basic accounting knowledge

+ Working knowledge of Google Sheets and Docs

+ Dependable with a strong work ethic

+ Excellent customer service and communication skills – both written and oral

+ Pleasant telephone personality and positive attitude

+ Ability to work well within a team atmosphere

+ Drive resolution to problems

+ Investigate and deep dive problems

+ Strong analytical skills

Benefits available to you:

+ Full insurance benefits package including Medical, Dental, & Vision

+ Paid time off to foster work/life balance

+ Profit sharing

+ Bonus Pay opportunities

+ Retirement funding opportunities

+ Education reimbursement

+ Health club reimbursement

+ Career advancement opportunities

About Do it Best: We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.

Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.

Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams

Please note that for this role, relocation assistance is not available. Candidates should be willing and able to work in Fort Wayne, IN without the need for relocation support. We encourage local candidates or those already planning to move to the area to apply.