Intern - Returns and Claims Management :

Objective of the Job :

This position supports the team lead in the operations of Customer and Vendor Returns and Claim Processes.

·       Processing the Returns and Claims related matters in an efficient and responsive manner

·       Processing and validating claim returns from customers and redirecting investigations to the various departments based on the evidence provided for justifications of claim approvals/rejections.

·       Manage and control claims and returns inclusive of PSL, CORE

·       Ensuring the processing and issuance of financial documents are accurate and valid according to the investigation findings from the evidence and task workflows.  Supports the SOC manager on the overall areas of Returns for the whole E2E supply chain. 

·       Close coordination work with central governance and relevant stakeholders to achieve and maintain high service level to ensure customer satisfaction

·       Have the knowledge and experience to operate returns in compliance with the customs laws & regulations

·       Support the implementation of Free zone movement reporting to authorities incl. documentation of returns and claims

·       Documenting and development of work instruction and workflows for the approved end-to-end processes for system and business processes along the relevant SCM E2E areas.

Claim Management

·       Processing of parts delivery claims (customer claims and vendor claims)

·       Ensure timeliness are kept and no deviation of standard processes to daily customer claim processing

·       Verifying and checking on customer complaints by monitoring on weekly KPI derived out of claim records and initiate escalation to team lead if necessary.

·       Keep team lead informed on complicated and escalated issues derived from claim manage and report accordingly

Processing Customer claims

·       Processing customer claims and assigning validation and investigations for claim findings and conclusions

·       Provision of appropriate information to customer to ensure claim is returned at the most economical way or allow consolidation of up to 1 month from customer.

·       Provision of claim attachment with relevant information for vendor claim submissions

·       Monitor claim returns within the stipulated audit timeline and requirement

·       Claim processing and management for MPC based on requirements set in Service level agreements

PSL parts Handling

·       Preparation of necessary documents and activity for return shipment

·       Coordinate with central governance for return approval and central alignment on return schedule

·       Reporting and escalating on PSL returns to respective parties involved

Soft skills:

·       Excellent communication skills & Interpersonal Skills

·       Good working performance individually and as a team

·       Strong command of English is required to communicate with regional countries in Asia Pacific and MB Global GSP colleagues

Specific Knowledge

·       Added advantage but not necessarily compulsory -

• SAP Knowledge EWM, CRM, ECC.
• Mercedes-Benz Logistics system - Star Order Plus

·       Knowledge & experience of automotive claims

·       Spare parts system like WIMS, VEDOC, ODUS, AGDOK, EWA Net etc is an advantage

Experience, knowledge and understanding of the Laws, regulations and guidelines of Free Zone Operations