Quality Assurance Claims Officer

About the Company
Mitsubishi Heavy Industries Air-Conditioners Australia (MHIAA) is one of Australia’s leading suppliers of premium residential and commercial air conditioning and air to water heat pump systems. In a short 25 years the company has pushed the boundaries within the HVAC industry, winning multiple awards and accolades including being recognised by CHOICE®, as Australia’s Best Brand of Air Conditioner for the sixth (6) year in a row (2018, 2019, 2020, 2021, 2022 and 2023). Along with this MHIAA has also been awarded the Most Satisfied Customers of Air Conditioners in Australia by Canstar Blue for the last five (5) years and being rated as the Best Split System Air Conditioner brand for three years in a row in Finder’s retail awards.

Fostering a community mindset and work-life balance the company was also awarded the 2023 Employer of Choice award in the Australian business awards. As the most independently awarded brand of Air Conditioners, they are the Experts in Air. 

With innovation central to both the organisation and the development of air conditioning systems, Mitsubishi Heavy Industries carries a strong philosophy of engineering products that are designed to improve the lives of those who use them and, at the same time, create a sustainable future for our company and the world we live in. Fostering engineering excellence and sustainability, Mitsubishi Heavy Industries focuses on innovating today for a perfect tomorrow.

About The Role
We have a great opportunity for an experienced, customer-centric, and highly organised Quality Assurance Claims Officer to become an integral part of our friendly and energetic team. 

Based in our head office located in Regents Park, this role will have a focus on delivering service quality and excellence throughout the quote-to-cash pipeline. Collaborate with the QA Manager to embed a high performing, customer centric and continuous improvement culture. Optimise team performance through coaching and goal setting and ensure MHIAA’s Returns standards and procedures are met.

Although our office is based in Regents Park, you may be required to work from home as a response to current or future COVID conditions. Hybrid work from home opportunity will be available upon successful completion of induction, training and once you acquire proficiency across all functions of your role.

This role is a 12-month fixed term contract with a view to be made permanent for the right candidate. 

What You’ll Do:

• Monitor and evaluate performance against established MHIAA standards, both within MHIAA and 3PL providers. 
• Establish Root cause analysis  
• Maintain Returns Register
• Assist in the creation of company policies, procedures, and processes 
• Conduct biannual audits / internal & with 3PL 
• Monitor NCC performance on the agent and team level, report team performance to QA Propose, facilitate &/or deliver training & coaching tailored to the individual &/or functional area:
  - Minimise recurrence.
  - Minimise customer frustration.
  - Reduce associated transport & administrative costs.
  -Optimise customer outcomes.

What You’ll Bring:

•  Full Australian working rights is essential.
• Proven experience in Quality Assurance or Claims 
• Minimum of 2 years B2B customer service experience
• Experience with ERP systems, such as Navision, SAP, or JD Edwards 
• Strong leadership and communication skills 
• Ability to collaborate effectively with cross-functional teams 
• Attention to detail and a commitment to delivering high-quality results
• Understanding of supply-chain, warehouse & logistics processes 
• Demonstrate problem solving, multi-tasking, time management, attention to detail skills 

What we offer:

• Competitive compensation package!
• Learning and Development to help you gain some extra skills! 
• An additional day off for your wedding!
• EAP service provided!
• Monthly office lunch!

Interested?

Globally, Mitsubishi Heavy Industries is committed to EEO, Workplace Health & Safety, cultural diversity, and fair workplace practices globally and boasts a great work-life balance for all employees. We highly encourage you to get onboard and apply now!

The successful candidate will be subjected to the appropriate background checks and can include a National Police Check, National Criminal History Check, VEVO Check, and Professional References.

For more information about Mitsubishi Heavy Industries Air-Conditioners Australia, Pty. Ltd. please visit our website www.mhiaa.com.au