Commercial Trade Claims Lead

**About Flora Food Group**

We offer consumers a compelling choice in four growing categories: butters and spreads, creams, liquids and cheeses. We hold leadership positions in many of the 100 countries we operate in, with iconic brands including Flora, Becel+ProActiv, Blue Band, Country Crock, I Can't Believe It's Not Butter, Rama, and Violife, together with our local brands and Professional business.

Global branded food champion Flora Food Group, offers the next generation of delicious, natural, nutritious food. Our products are more affordable and more sustainable than their dairy equivalents.

**Job Title**: Commercial Trade Claims Lead

**Job Overview**:
The Commercial Trade Claims Lead is responsible for overseeing a team of trade claim administrators to ensure the efficient, accurate, and compliant processing of customer trade claims. This role involves close collaboration with customers, sales teams, trade marketing, and finance to manage trade claim reimbursements, maintain accurate records, and ensure timely resolution of claims. The lead will also ensure compliance with company policies, Sales Briefs, and service level agreements (SLAs).

**Key Responsibilities**:
**Claims Management**:

- Coordinate with trade claim administrators and customers to gather required documentation for claims processing (e.g., proof of purchase, product images).
- Process and validate customer claims based on supporting documents.
- Review and assess claim eligibility in alignment with Sales Briefs.
- Ensure timely resolution of claims, including the issuance of credit notes.

**Customer Communication**:

- Act as the primary point of contact for customers submitting claims.
- Provide timely and clear responses to customer inquiries regarding claim procedures, status updates, and next steps.
- Address escalated customer concerns and provide effective solutions.

**Data Entry and Record Keeping**:

- Maintain accurate and up-to-date records of all claims, actions taken, and outcomes.
- Enter claim details into the company's claims management system (e.g., [System Name]).

**Collaboration and Coordination**:

- Work closely with internal departments (finance, sales, and trade marketing) to ensure efficient claims processing and customer satisfaction.
- Collaborate with the Distributor Claims Department to streamline claim resolution.

**Compliance and Auditing**:

- Ensure all trade claim administrators adhere to work plans and achieve timely claim resolutions.
- Monitor claim outcomes to ensure compliance with company policies, Sales Briefs, and SLAs.
- Conduct periodic audits of claim files to ensure accuracy and completeness.

**Required Skills and Qualifications**:

- **Education**: A bachelor's degree in Business Administration, Marketing, or a related field is preferred.
- **Experience**: Minimum 3-5 years of experience in claims administration, customer service, or a similar role within the FMCG industry. Prior experience leading trade claim teams is essential.
- **Technical Skills**: Proficiency in Microsoft Office (Excel, Word, Outlook); experience with claims management software is a plus.
- **Communication Skills**: Excellent written and verbal communication skills for interacting with customers, vendors, and internal teams.
- **Organizational Skills**: Strong attention to detail and the ability to manage multiple claims simultaneously while meeting deadlines.
- **Problem-Solving Skills**: Ability to analyze claims, assess situations, and resolve issues effectively.
- **Customer Service Orientation**: A customer-centric approach with a focus on delivering solutions and maintaining positive relationships.
- Flora Food Group is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, experience, and knowledge. We ensure job advertisements are free from unintentional bias._
- No personal characteristics should be a barrier to joining Flora Food Group. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics._