Position Title:  Customer Service & Claims Coor...

Be a part of a revolutionary change! 

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. 

With huge change, comes huge opportunity. So, if you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress.  

This position sits with our Swedish Match affiliate.

The Customer Service and Claims Coordinator will process customer claims for Tobacco and Cigar products. These include distribution-related, promotion, and pricing, as well as gratis shipments to Field Sales. Duties include regular auditing of claims for accuracy and compliance.  Monitor FSPA system for new claims, determining when it is appropriate to reject submitted claims.  Provide training to colleagues for backup.  Responsible for review and correction of sales orders prior to daily picking and invoicing, communicating exceptions and/or delays to appropriate manager and cross functional teams.  Review open sales orders for inventory availability; re-route sales orders when appropriate.  Manage inventory by region, when necessary.  Provide user guidance and support of Order Management systems to colleagues.

Your ‘day to day’:

• Responsible for Monitoring FSPA system on a rotating basis to process new claims and requests for gratis shipments.  Due diligence will be performed to approve or reject claims submitted by Field Sales.
• Follows established policies and procedures to process claims expeditiously to make the customer whole.
• Provide optimum customer service as required to maintain and enhance existing business and to obtain new business, when possible.  This requires that the Customer Service and Claims Coordinator take personal and complete responsibility for each order to ensure that the customer requirements are met from the time of initial order receipt until the product is delivered, and the customer satisfied.
• Process all orders in an efficient and expedient manner as received by Email, telephone, or personally from customer or other company employee.
• Provide guidance and assistance to internal and external customers concerning their order, promptly and efficiently, to reach a positive resolution.
• Provide product information as required to respond to customer inquiries regarding products, referring customer to appropriate qualified personnel in response to technical inquiries or issues.
• Work with cross-functional areas, such as Owensboro and Dothan Logistics, Treasury, and returns departments to ensure responses to customer inquiries and requirements.
• Provide direction to Treasury to offset credits to customer accounts.
• Process daily shutdown, including generating exception reports and solving issues.
• Other duties and responsibilities as required, including special projects or assignments, as needed.

Who we’re looking for:

• Minimum High School Diploma, vocational or undergraduate education in accounting/business related courses.
• Business or Accounting degree preferred, but not required.
• 3+ years experience with Order Management System.
• 1+ years experience performing accounting duties, preferably in accounts receivable area.
• Strong computer skills with an emphasis on Microsoft 365, Teams, Power BI, Insight, SharePoint.
• Legally authorized to work in the U.S. now and in the future without sponsorship.

Annual Base Salary Range: $66,400 - $83,000

What we offer  

• We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!  
• We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. 
• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture where everyone’s contribution is respected; Collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: To improve the lives of millions of smokers.

PMI is an Equal Opportunity Employer. 

PMI is headquartered in Stamford, Conn., and its U.S. affiliates have more than 2,300 employees.  

PMI has been an entirely separate company from Altria and Philip Morris USA since 2008. PMI’s affiliates first entered the U.S. market following the company’s acquisition of Swedish Match in late 2022. 

Philip Morris International and its U.S. affiliates are working to deliver a smoke-free future. Since 2008, PMI has invested $12.5 billion globally to develop, scientifically substantiate and commercialize innovative smoke-free products for adults who would otherwise continue to smoke with the goal of transitioning legal-age consumers who smoke to better alternatives. In 2022, PMI acquired Swedish Match – a leader in oral nicotine delivery – creating a global smoke-free champion led by the IQOS and ZYN brands. The U.S. Food and Drug Administration has authorized versions of PMI’s IQOS electronically heated tobacco devices and Swedish Match’s General snus as Modified Risk Tobacco Products and renewal applications for these products are presently pending before the FDA. For more information, please visit www.pmi.com/us and www.pmiscience.com.

#PMIUS

#LI-AP1