Job Summary:
The coordinator IV is responsible for managing credit memos, damages, risk related documentation, insurance claims, product returns, and chargeback processing. This role handles sensitive financial and service issues that require strong judgment, accuracy, and thorough documentation. The Coordinator IV works closely with drivers, sales, management, subcontractors, and customers to resolve issues tied to refunds, damages, receivables, and quality concerns. While not a primary phone handling position, the Coordinator IV provides overflow support when needed and assists in reinforcing proper workflow and process expectations for Coordinators I through III.
Essential Duties:
· Process credit memos with accurate and complete supporting documentation
· Manage damage cases including property damage, product damage and quality concerns
· Report all damages or potential losses exceeding $500 to a member of the Delivery leadership team
· Handle refunds associated with damage cases or customer adjustments
· Manage insurance claim documentation and communication
· Support internal risk management processes and ensure required information is captured
· Manage RMA workflows including coordinating and documenting product returns
· Manage VRMA tasks including creating receivables and ensuring accuracy of financial entries
· Send customer payment links in real time and support point of sale communication.
· Process chargebacks with complete documentation
· Partner with management regarding chargeback concerns or escalations
· Provide overflow phone support as needed to assist customer communication
· Support cross training and process reinforcement for Coordinators I, II, and III
· Ensure sensitive information is handled with confidentiality and professionalism
· Maintain detailed and organized records for all credit, damage, and risk related items
· Any other duties as assigned
Qualifications:
· Experience in credits, claims, refunds, or financial processing preferred
· Strong judgement and accuracy in handling sensitive or escalated issues
· Ability to review documentation and identify missing or incorrect information
· Clear and professional communication skill for internal and external partners
· High attention to detail, confidentiality, and follow through
· Ability to support other coordinators with clarification of workflows and documentation needs.
· Proficient in Microsoft Office with a strong emphasis on Excel for reporting and data tracking.
Physical Requirements:
· Ability to sit at a computer for extended periods of time
· Ability to speak on the phone for long durations
· Ability to lift up to thirty pounds if needed for filing materials.
Work Environment:
· Office Setting
· Fast-paced Service Department
· Regular interactions with technicians, dispatchers, parts coordinators, and leadership.