Customer Claims Officer

Job Purpose Summary

The Customer Claims Officer is responsible for managing key parts of the Customer Claims and Funding processes. Working closely with Customers, Vendors, Sales Account Managers, Finance and Credit Control, the Officer ensures funding requests, claims, and credit activities are completed accurately, efficiently, and in line with CMS procedures. This role requires strong organisational skills, attention to detail, and the ability to take ownership of tasks and drive them to completion. 

Role Responsibilities

• Oversee and prioritise daily requests within the Customer Claims Helpdesk, ensuring timely routing, follow-up and progression against SLA targets.
• Take ownership of advancing claims and funding tasks through each workflow stage, ensuring documentation, approvals and system updates are completed correctly.
• Maintain the Customer Funding workflow in Pipefy with a proactive approach—identifying potential delays, missing information or risks and taking steps to resolve them.
• Prepare, validate and submit vendor claims with full accuracy and adherence to vendor requirements.
• Issue customer credit notes after completing detailed checks to ensure correct coding and compliance with approved funding.
• Maintain and update Customer Conditions in internal systems, ensuring data integrity and alignment with pricing and funding rules.
• Proactively monitor aged debt across assigned vendors, initiating follow-up actions and providing updates to the wider team.
• Conduct initial reviews of internal vendor ledgers, identifying discrepancies and working with relevant departments to coordinate corrective actions.
• Support month-end by preparing, validating and organising claim and funding data for reconciliation and financial posting.
• Analysing sales reports and customer claims, requiring strong analytical skills
• Act as a primary contact for vendors on claim, payment and documentation queries, ensuring timely, accurate and professional communication.
• Collaborate closely with Sales, Finance, Commercial and Credit Control to progress and resolve complex funding or claim-related issues.
• Provide clear, proactive updates to internal stakeholders on claim progress, risks, overdue items and actions required.
• Contribute to updating and maintaining process documentation and workflow guides to support consistency and accuracy.
• Support onboarding and training activities by demonstrating processes, explaining system workflows and sharing best practices.
• Participate in team initiatives aimed at improving data quality, automation and operational efficiency, contributing ideas and feedback based on daily experience.

Additional Responsibilities

Skills & Personal Attributes

• Strong communication skills required to manage direct relationships with vendors and sales teams
• Ability to multi-task and understand several vendor procedures
• Ability to work in a fast-paced environment and prioritise tasks accordingly
• Ability to work as part of a team liaising with your colleagues to ensure all tasks are carried out
• Problem solving to help in query resolution
• Flexible with time particularly at the end of the month
• Good attention to detail
• Excellent numerical reasoning ability
• Excellent verbal and written communication skills

 Experience & Knowledge:

• Experience of working in an Accounts Dept. or other financial role is highly desirable
• A minimum of 1 years experience working within a fast paced administrative role, liaising with multiple teams 
• Be proficient in Microsoft Excel 
• MS Office experience required
• SAP Experience would be highly desirable

Key Traits