Product Claims Specialist

Product Claims Specialist

At Delta Faucet, we are committed to transforming everyday experiences with water through innovative products and exceptional service. We believe that diverse perspectives strengthen our mission to create solutions that inspire and elevate the lives of all our customers. We welcome individuals from all backgrounds to join us on this journey toward inclusivity and excellence.

Delta Faucet Company has an opportunity for someone who enjoys resolving consumer and customer issues to ensure satisfaction with our products. When an experience with a Delta Faucet product does not meet expectations, this employee works in a team environment to resolve the issue.

The Product Claims Specialist will research and address inquiries from customers and/or agencies that distribute Delta Faucet products. This team member should be prepared to connect with consumers and customers with efficiency and excellence by phone, e-mail, in person, or through other channels.

The successful candidate will be able to work with a team as well as independently and have excellent follow-up and accountability for tasks.

This will be a hybrid role in our Indianapolis headquarters.

Responsibilities:

• Review returned products and call data to take next steps to resolve a customer's issue
• Monitor e-mail and mail for receipt of subrogation or litigation paperwork and request / file needed information; communicate with Delta and Masco personnel as needed to resolve
• Review Product Return data in Smartsheet and update the submitted data as needed
• Evaluate Level 1 Product Returns and determine if the claim should be dispositioned or submitted to Delta's test lab for further evaluation
• Submit returned product to Delta's test lab for evaluation when needed to evaluate product performance
• Leverage internal information to answer questions from customers and internal personnel; questions can be both general and technical in nature
• Communicate directly with customers, consumers, Contact Center employees, and sales personnel
• Work with Delta Faucet's engineers and other technical resources to understand potential product issues and resolution
• Request inspection of in-house stock when there is a potential non-conformance
• Monitor and respond to on-line portal concerns professionally and efficiently
• Work with product development teams on coordination of product field trials
• Stay up to date on product changes and new products that are introduced
• Address consumer or customer dissatisfaction with care, patience, and concern
• Respond positively when faced with fast-paced decision making
• Elevate issues within Delta Faucet Company when necessary
• Additional responsibilities or projects may be assigned

Qualifications:

• The ideal candidate will possess a degree from a 4-year college or university and customer service experience
• Working knowledge of Delta's products or plumbing products is desired
• Proficient use of software, including the use of Microsoft products and Smartsheet, is required; SAP and Salesforce experience are a plus
• The demonstrated ability to handle multiple tasks concurrently with attention to detail is required
• The employee will need to make business decisions with little supervision
• The candidate must possess strong written and verbal communication skills and must exhibit a high degree of professional excellence characterized by good judgment, initiative, and a high standard of ethics
• A consistent track record of successfully completing assigned responsibilities without direct supervision required

Why Join Us?

At Delta Faucet Company, our people are our greatest assets. We value different perspectives and fostering an inclusive environment. You'll have the opportunity to shape the future of our brand, working alongside passionate professionals committed to excellence and innovation. Join us to lead progressive growth and make a significant impact within a leading organization.

Here are some of the benefits we offer for your personal and professional growth:

• Culture: Recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Wellbeing: Comprehensive benefit plans; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Learning & Development: LinkedIn Learning access; internal opportunities to work on projects cross-company.
• Social Impact: Four employee-led and self-directed Business Resource Groups; Paid volunteer day annually; Employees share their time, skills and talent with charities and nonprofit organizations across the U.S. and around the globe.