Specialist GBS Account & Sales Ops

Claims Analyst

Managing claims and deductions is a critical function within the Order to Cash team, as it helps safeguard company revenue through the accurate and timely investigation and resolution of customer short payments. The Claims Analyst plays a key role in handling customer deductions, chargebacks, and pre-claims related to pricing discrepancies, shortages, returns, and other supply chain issues. This role requires close collaboration with internal teams such as Sales, Finance, Account Operations, and Credit to research, validate, and resolve outstanding deductions effectively.

Key Responsibilities:

• Manage the end to end resolution of customer deductions, ensuring compliance with key performance indicators such as average resolution time and AR overdue percentage.
• Collect and analyse supporting documentation (e.g., proof of delivery, customer remittances, chargebacks, vendor guides, and portal data) to validate claims.
• Collaborate with cross-functional teams including Sales, Order Management, Pricing, Credit, and Compliance to resolve disputes and identify root causes.
• Build strong relationships with customers and become proficient in navigating their portals.
• Perform account reconciliations (Credits with deductions)
• Maintain detailed and accurate records of all claims and deductions.
• Monitor deduction trends to identify recurring issues and recommend corrective actions.

Knowledge, Skills and Abilities:

• Good problem solving and analytical skills
• Ability to pay close attention to detail and high degree of customer orientation
• High level of empathy
• Experience with SAP, Salesforce, Highradious
• Ability to read, write and communicate in English in a business setting (B2/C1)
• Proactive, self-motivated and self-directed individual
• Logistics & supply chain knowledge desired

Requisite Education and Experience / Minimum Qualifications:

• Minimum of two years' experience in a support role within Order-to-Cash, Billing, or supply chain departments.
• Strong knowledge in Finance, Accounting, Business Administration, logistics or a related field.