Customer Service & Claims Specialist

Customer Services and Claims Specialist

Be a part of a revolutionary change!

At Philip Morris International (PMI), we are transforming our business to deliver a smoke-free future. Join us and enjoy the freedom to innovate, grow your career, and help drive meaningful change. Our success depends on people committed to progress.

This position sits with our Swedish Match affiliate.

The Customer Service and Claims Specialist processes customer claims for Tobacco and Cigar products, including distribution, promotional, pricing, and gratis shipment claims. Responsibilities include auditing claims for accuracy and compliance, monitoring the FSPA system, approving or rejecting claims, providing backup training, reviewing and correcting sales orders before picking and invoicing, communicating exceptions, monitoring inventory availability, rerouting orders when appropriate, managing regional inventory, and supporting Order Management systems.

• Monitor the FSPA system and process claims and gratis shipment requests.
• Review claims and determine approval or rejection based on established guidelines.
• Follow procedures to process claims efficiently and make customers whole.
• Take ownership of orders from receipt through delivery to ensure customer satisfaction.
• Process orders received by email, phone, or internal requests.
• Assist internal and external customers with order-related questions and issue resolution.
• Provide product information and route technical inquiries to appropriate resources.
• Partner with Logistics, Treasury, Returns, and other teams to address customer needs.
• Coordinate customer account credits with Treasury.
• Process daily shutdown activities, exception reports, and issue resolution.
• Perform special projects and additional duties as assigned.

• High school diploma required; business or accounting coursework preferred.
• Business or Accounting degree preferred.
• 3+ years of Order Management System experience.
• 1+ years of accounting experience, preferably accounts receivable.
• Strong Microsoft 365, Teams, Power BI, Insight, and SharePoint skills.
• Authorized to work in the U.S. now and in the future without sponsorship.

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

• Competitive salary, annual bonus eligibility, medical, dental, vision, 401(k) with company match, wellness benefits, commuter benefits, pet insurance, PTO, and more.
• Opportunities to take risks, innovate, and grow your career.
• An inclusive, collaborative culture where every contribution matters.
• Global career development opportunities.
• The chance to help improve the lives of millions of adult smokers.

PMI U.S.:
Invested in America

Philip Morris International Inc.'s U.S. businesses are invested in America's future and advancing a smoke-free nation. The businesses are committed to providing the approximately 25 million legal-age consumers who smoke cigarettes with better, smoke-free alternatives and to ensuring the products are marketed responsibly. From PMI's global headquarters in Stamford, CT, and other locations nationwide, PMI U.S. contributes leadership, jobs, investment, and innovation in the U.S. The U.S. businesses employ more than 3,000 people across America and operate product manufacturing facilities.

For more information, please visit  Philip Morris International (PMI) is an Equal Opportunity Employer.

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