Customer Claim Representative

 Eau Claire, Wisconsin
 / Plant
Looking to grow your career with a secure company that supports you both in and out of work? Join our team as a Customer Claim Representative! At Drylock Technologies, we offer a fast-paced and rewarding work environment, career development opportunities, and a great benefit package plan.

About Drylock Technologies

Drylock Technologies, with its headquarters in Belgium, Europe, is an innovative player in the hygiene market specialized in the production of baby diapers, feminine care products, and incontinence products. With plants in Europe, Brazil and in Eau Claire, Wisconsin and Reidsville, North Carolina, Drylock Technologies can rightfully be called a global player.

By working at Drylock, you become part of a highly innovative company that firmly believes that the future is green. You’ll work in an agile, dynamic environment, where initiative is highly valued and our people’s personal growth track matters.

Job description

As a Customer Claim Representative, you will:

  • Demonstrate Drylock Core Values: Safety, Respect, Ownership
  • Investigate customer payment deductions
    • Determine whether customer deductions are valid or invalid.
    • If the deduction is not valid, gather all supporting evidence and dispute the deduction via the dispute process for each particular customer.
    • Track deduction disputes from start to finish using tracker.
    • Obtain documentation/tracking information for shipments from carrier websites to support recovery claim.
    • Follow dispute guidelines per customer contract. Follow through and make sure payment is being received for deductions customer agrees to repay.
    • Assist AR with aging outstanding balances
    • Issue credit/debit memos and track debit memos to verify payment is being received.
    • Escalate disputes as necessary.
    • Communicate deductions made due to internal error, to Logistics, for root cause analysis and correction.
    • Verify customers are not over-deducting.
    • Work closely with Logistics, Customer Service, and Sales to keep customer accounts current/resolve any issues that may be causing payment shortages or chargebacks.
    • Verify we have correct/most recent AP/Finance contacts for disputes to avoid delays in payment recovery.
    • Provide recovery reports to Controller as requested.
  • Track RGA process start to finish.
    • Verify correct quantity/product has been received back.
    • Issue credit memo for returned goods if necessary.
  • Track carrier claims process for outbound/inbound materials start to finish
    • File and track carrier claims for customer complaints regarding product that arrives damaged.
    • Issue credit to customer for damage product.
    • Verify payment is received from carrier
    • Work with Traffic and Purchasing to get carrier info and costing info to support amount of claim.
    • Obtain material/damage/claim supporting documentation from Logistics.
    • Take photos of damaged material to send with claim if needed.
    • Manage in-person visits from claim/insurance adjusters who come onsite to inspect damaged material.
    • File claims with vendors for material scrapped for vendor support issues.
  • Perform additional duties and task assigned by Controller.


Education and Experience:

  • High school diploma or GED required
  • Minimum 1 year manufacturing related experience
  • Minimum 2 years consecutive employment with 1 employer

Job Knowledge, Skills, and Abilities:

  • Must have a good command of the English language, both written and spoken
  • Must be able to read and interpret production related documents
  • Must have the ability to work in teams
  • Must have the ability to perform basic math
  • Must have the ability to adapt to frequent changes

Our offer

Benefits at Drylock Technologies Ltd. - Partnered with OakLeaf Direct! 

  • Health, dental, and vision insurance
  • On-site health and wellness center
  • 401(k) retirement savings
  • Life and disability insurance
  • Product discounts
  • Employee prize giveaways
  • Employee contests
  • … and more!


questions & contact

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