Intern Returns & Claims Coordinator SOC (Senai)

Objective of Job

The position supports the team lead in the operations of customer and vendor returns and claim processes.

Return Management

• Process returns and claims efficiently and responsively.
• Validate customer return claims and redirect investigations to relevant departments based on the evidence provided.
• Manage and control claims and returns, including PSL and CORE.
• Ensure financial documents are accurate and valid according to investigation findings and task workflows.
• Support the SOC manager in managing returns across the end-to-end supply chain.
• Coordinate with central governance and relevant stakeholders to maintain high service levels and customer satisfaction.
• Operate returns in compliance with customs laws and regulations.
• Support free-zone movement reporting to authorities, including return and claim documentation.
• Document and develop work instructions and workflows for approved end-to-end system and business processes.

Claim Management

• Process customer and vendor parts delivery claims.
• Ensure timely processing without deviations from standard daily customer claim procedures.
• Verify customer complaints using weekly KPIs and escalate where necessary.
• Keep the team lead informed about complicated and escalated claim-management issues.

Customer Claims

• Provide customers with information to ensure economical claim returns or consolidation of returns for up to one month.
• Provide relevant claim attachments for vendor claim submissions.
• Monitor claim returns within stipulated audit timelines and requirements.
• Process and manage MPC claims according to service-level agreement requirements.

PSL Parts Handling

• Prepare documents and activities for return shipments.
• Coordinate return approvals and schedules with central governance.
• Report and escalate PSL returns to the relevant parties.

Qualifications

• Excellent communication and interpersonal skills.
• Good individual and teamwork performance.
• Strong command of English for communication with Asia-Pacific regional countries and Mercedes-Benz Global GSCP colleagues.
• Knowledge of SAP EWM, CRM or ECC is an advantage.
• Knowledge of Mercedes-Benz Logistics system Star Order Plus, automotive claims, or spare-parts systems is an advantage.
• Knowledge of free-zone operations laws, regulations and guidelines is an advantage.

Benefits

• Events for employees
• Employee discounts
• Possible health benefits
• Mobile phone for employees

Contact

Mercedes-Benz Malaysia Sdn. Bhd., Jalan Kargo 9, 81400 Senai. E-mail: hr_malaysia@mercedes-benz.com