Commercial Trade Claims Lead

Upfield (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

People around the world are embracing plant-based foods for both health and ethical reasons. We are the largest plant-based food company in the world. Our vision for a “Better Plant-Based Future” drives positive change in people’s health, their daily lives and our planet’s sustainability. Upfield dedicates the sharpest minds to pioneer innovation in the plant-based food industry everyday. Since 1871, we have been the authority in the spreads category which gives us unmatched experience, know-how and inspiration to deliver on our mission. We want to bring joy to consumers lives whether that's through spreading, baking or cooking.

About this position

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, collaborating closely with various internal and external stakeholders.

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.

Requirements

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.