Customer Experience Specialist

4 days ago


Manila, National Capital Region, Philippines API Delevan, Inc. Full time
Job Summary

We are seeking a skilled Customer Care Advocate I to join our team. As a Customer Care Advocate I, you will be responsible for performing complex transactions regarding claims and returns requests and process corresponding credits and/or denials. You will work closely with other departments to resolve disputed claims or debits. Your task will include monitoring system for outstanding deductions and process resolution.

About Us

At Regal Rexnord, our business purpose is to create a better tomorrow with sustainable solutions that power, transmit and control motion. We center our behaviors, actions, and decisions around the following values:
  • Integrity
  • Responsibility
  • Diversity, Engagement & Inclusion
  • Customer Success
  • Innovation with Purpose
  • Performance
  • Passion to Win

Main Responsibilities

As a Customer Care Advocate I, your key responsibilities will include: Performing more complex research of debits for customer claims and returns and process the corresponding credits and/or denials. Approving/denying all returns based on policy, appealing denied return items, assisting with dispute resolution. Reviewing debit information, making direct calls to customers to obtain missing information. Monitoring outstanding deductions and reconciling balances. Notifying distribution centers of shipping discrepancies. May authorizing credit up to appropriate credit value assigned. Credits of greater value must be approved by Supervisor or Manager of department, or appropriate director. Reviews accuracy of credit files and maintains appropriate credit files. Responsible for distributing credit copies and supporting documents. Writing denial letters to customers for debits/claims that are denied. Providing excellent customer service to business unit POCs and other internal customers. Preparing monthly metric reports, field credit reports etc. Working with sales force and collections to keep outstanding balances minimal. Process promotional event credits. Escalating issues and concerns to management. Verifying reviewable items with planners and counterparts. Adhering to all Export, Import and Supply Chain Security Policy requirements relevant to the position. Adhering to ISO Standards. Job duties include but are not limited to the above.

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