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Logistics – Mast@2X


Claims & Return Team Lead

Location Shanghai, Shanghai
Date Posted
Contract Type Full time
Job Type Regular
Requisition ID R0000081400

Career Area:


Job Description:

The CR (Claims and Returns) team leader is responsible for working on Dealer Claims and Returns for multiple Cat parts facilities in AP region. These services include:

  • Provide Claims and Returns support for various service parts Facilities located in Asia Pacific regions.
  • Works with Caterpillar Dealers to utilize existing web-based system/ERP for receiving information of Returns material including dealer Wishlist.
  • Provides necessary assistance to dealers to work on problem resolution and process improvement.
  • Provide credit and return status questions by communicating with internal functional teams in parts operation, business resource and IT.
  • Representing the service parts Facilities as the Claims & Returns point of contact, responsible for contacting dealers on discrepancy and disposition issues.
  • Meet required levels of customer service/turnaround time, agreed upon with the parts Facilities.
  • Troubleshoot EDI issues related to Returns with system & technical teams.
  • Support to develop RCCA to contain claims and improve facility operations.
  • Support the IT team to ensure successful installation as well as post implementation support of the SPM system.
  • Manage access requests from internal team and external dealers.
  • Instruct credit/debit notes.
  • Act as technical support and escalation point for claim and return related issues.

Basic Requirements:

  • Candidate must have a 4-year college degree.
  • Minimum of 6 months on the job experience working with dealers/facilities to ensure knowledge on Caterpillar specifications/best practices/policies.
  • Must have exposure to MS Office suite of applications and intermediate experience in Excel spreadsheet/pivot tables.
  • Must have basic understanding of supply chain management and inbound material receiving processes at the warehouse level.

Top Candidates will also have:

  • 3 Years of experience related to Supply Chain Management or Logistics services. Customer/dealer facing experience is a plus.
  • Must have good communication, interpersonal skills working with both internal and external parties.
  • End user knowledge and exposure in SAP, IBM mainframe and/or any ERP.
  • Knowledge of sales orders return authorizations and material receipts and dispositions.
  • Strong initiative and the ability to learn quickly is desired.
  • Should have good team skills and positivity for working in a cooperative and diverse team environment.

This is a full time opening located in Shanghai, China. Relocation is not available for this position.

Caterpillar is an Equal Opportunity Employer (EEO).

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