Sales & Customer Support

Customer Claim Case Manager

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Job Description

As our new Customer Claim Case Manager, you will be managing the full lifecycle of customer claims - from intake and investigation through resolution - while driving root cause analysis and continuous improvement for our Peerless pump products. You'll be part of a diverse, supportive and inclusive culture that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

What you will be doing:

As a key part of the Quality Management team, you'll create impact by collaborating across engineering, manufacturing, and service teams to resolve customer issues efficiently, minimize costs, and drive lasting quality improvements.

Your main responsibilities include:

• Manage customer claims end-to-end through Peerless' claims process using Salesforce, including warranty and non-warranty investigations, negotiations, and rectifications
• Evaluate complex product and job site conditions to determine root causes of failures, collaborating with quality and engineering teams on corrective actions
• Communicate directly with customers and end users to understand claim details and drive timely, cost-effective resolutions including credit memos and RMAs
• Partner with Engineering and Manufacturing to validate technical issues, assess cost and production impacts, and initiate drawing modifications for process improvement
• Analyze claims data and prepare periodic reports on complaints, specification errors, warranty trends, and non-warranty claims per internal procedures
• Utilize SAP SD/CS modules and recommend deployment of field technicians and engineers to troubleshoot cases at job sites when needed

What makes you a great fit:

Above all, you are a detail-oriented problem solver with strong technical knowledge of pumps and rotating equipment, proven ability to manage multiple complex cases simultaneously, and excellent communication skills for engaging customers and cross-functional teams. We would also imagine that you have:

• An Associate's degree in business, Supply Chain, Quality Management, or related field with 3-6 years of job-related experience in a manufacturing environment
• Strong knowledge of casting, machining, and large-scale fabrication techniques with proven experience in quality management or supplier development
• Proficiency with Microsoft Office suite and familiarity with SAP SD/CS modules or similar ERP systems
• Excellent written and oral communication skills with the ability to track and resolve multiple complex projects concurrently

It is a plus if you also:

• Experience with rotating and hydraulic equipment including drivers, controls, and system interfaces
• Advanced understanding of pump principles, hydraulics, and product application troubleshooting
• Familiarity with Salesforce as a case management tool and ISO 9001/14001/45001 quality standards

Please note that relocation for this position cannot be supported and qualified candidates must have the authorization to work in the USA without support.

The salary range for this position is $68,200 to $104,535. Individual pay will be determined based on market location and the candidate's profile. The range listed is just one component of Grundfos's & Peerless Pump Company total compensation and benefits package for employees. Total compensation includes paid time off, paid holidays, merit increases, bonuses, and employee stock purchase programs, etc. Certain roles are eligible to earn sales incentives based on revenue or utilization. To learn more about our benefits, please visit: Grundfos Benefits

Why you will love working here:

Here at Peerless it's our mission to enable you develop and fulfil your aspirations; both career and personal. You'll find that your fresh ideas will be welcomed and make a difference in how we conduct our business.

We care! Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering in your community.
• Access to on-demand training and learning sessions and carefully structured programs to pursue personal and professional development opportunities.

If you would like to dig deeper into the Peerless universe, please visit us and check out why our employees are Peerless.

We look forward to hearing from you!

Apply now

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Information at a Glance

Job details

Workplace: Hybrid (office and home-working)

Job Location: Indianapolis, Indiana, United States

Contract Type: Full-Time

Employment Type: