Customer Claims Officer

About the role

The Customer Claims Officer is responsible for managing the end‑to‑end claims and funding processes, working closely with customers, vendors, sales account managers, finance and credit control teams. The role demands strong organisational abilities, attention to detail and a proactive attitude to ensure all requests are handled accurately and within service level agreements.

Key responsibilities

• Oversee daily requests in the Customer Claims Helpdesk, routing and following up to meet SLA targets.
• Drive claims and funding tasks through each workflow stage, ensuring proper documentation, approvals and system updates.
• Maintain the Customer Funding workflow in Pipefy, identifying and resolving potential delays or missing information.
• Prepare, validate and submit vendor claims, and issue customer credit notes after detailed checks.
• Update Customer Conditions in internal systems, preserving data integrity and compliance with pricing rules.
• Monitor aged debt for assigned vendors, initiate follow‑up actions and provide status updates.
• Support month‑end activities by preparing and reconciling claim and funding data.
• Act as primary contact for vendors on claim, payment and documentation queries.
• Collaborate with Sales, Finance, Commercial and Credit Control to resolve complex issues.
• Contribute to process documentation, onboarding and training initiatives.

Required profile

• Strong communication skills for interacting with vendors and internal teams.
• Ability to multitask and manage several vendor procedures simultaneously.
• Comfortable working in a fast‑paced environment and prioritising tasks effectively.
• Team‑oriented mindset with a willingness to support colleagues.

Required skills