Account Analyst

Come join the TOTO USA Family!

The bathroom is where we start and end our days - it's an everyday luxury we'd never want to do without. TOTO believes that people should have the greatest comfort, convenience and performance design possible in the bathroom. Improving people's lives is what inspires every TOTO innovation.

TOTO is one of the world's largest plumbing products manufacturers. We offer a complete line of residential and commercial plumbing fixtures and fittings, faucets, accessories, shower and flush valves, as well as lavatories, toilets, air baths and urinals. More than 1,500 TOTO engineers and their colleagues are committed to achieving the seamless integration of performance, conservation, technology, and innovation.

Perks of the job:

Excellent benefit package which includes medical, dental and vision

Paid vacation, Paid Holiday & 401K company match after (1) one year that vests immediately upon participation

Collaborative, dynamic work environment within a fast-paced awesome company

JOB TITLE: Account Analyst

DEPARTMENT: Claims / Sales Administration

REPORT TO: Claims Supervisor

REVISION DATE: Dec 2025

 SUMMARY:

The Account Analyst assist with maintaining a quality receivable portfolio by processing all approved claim requests, SSR credit requests and resolve outstanding short-pays and chargebacks.  The Account Analyst provides support via phone, email, to manufacturer representatives, distributors, company sales representatives, and internal employees. The Account Analyst efficiently utilizes systems and resources for: reviewing, processing, and documenting all claims and transaction requests.

 DUTIES AND RESPONSIBILITIES:

• Claims Processing & Account Monitoring
  • General Claims Processing: Analyze and research claims received via established workflows/approval processes in Salesforce. Validate and verify claims prior to issuing credit. Enter claims, request approvals, and/or additional information from customers/sales personnel as applicable. Process credits, attach all supporting documentation in the Salesforce claim, and verify correct application to accounts/invoices. Provide Credit Invoices to Customers (via email and attached to Salesforce claim requests). If a claim is rejected, add a detailed reason in Salesforce and email appropriate parties. Note claim results in JDE (JD Edwards) if a deduction was taken, applying credit to the deduction unless otherwise specified.              
  • Carrier Freight Claims: Obtain proof of delivery, liaise with DHL, and process freight claims. For valid freight claims, provide JB Hunt freight claim details for filing with the carrier. Attach all communications/documentation to the Salesforce claim request.
  • Carrier Claim Management: Monitor receipt of carrier claim updates via email from JB Hunt. Dispute denials as necessary. Perform monthly reconciliation of reports received from JB Hunt to ensure all pending carrier claims are included. Document the final outcome of claims in Salesforce.
  • Returned Goods Authorization (RGA): Process RGA requests, initiate returns and inspections with internal departments and external sources. If TOTO covers return shipping, provide JB Hunt with necessary information to coordinate returns with the customer, copying the customer and claim originator in Salesforce. If the customer covers return shipping, provide the customer and claim originator in Salesforce with the RGA. Follow up on outstanding RGAs and communicate status with relevant departments (e.g., pending receipt, received in warehouse). Attach all communications/documents to the Salesforce claim request.
  • Overage, Shortages, Damages (OSD): Research and process customer claims for damage and/or shortage across various transport modes. For Damage claims, review carrier/customer documentation of damage at delivery, requiring customer-provided pictures. Verify if damage is covered by WDA or if a credit should be processed. For Shortage claims, review Proof of Delivery (POD) and/or contact the Distribution Center for validation via cycle count or to obtain additional customer information. Attach all communications/documents to the Salesforce claim request.
  • Sales Sample Request (SSR) Credit Requests: Process SSR requests received via Salesforce, researching invoiced prices and validating shipments before issuing credit. Attach all communications/documents to the Salesforce claim request.
  • Deductions / Short-Pay & Chargeback Transactions: Review daily accounts in JDE/Aging Reports for short pays or deductions requiring investigation. Collaborate with Manufacturer Rep Agencies, Sales, and Customers to resolve invalid deductions requested via Salesforce by the Sales Team or Manufacturer Rep Agency. Maintain reporting and analysis for open deductions/short pays with detailed headers, notes, descriptions, and status updates in JDE.
  • Collections / Payment Resolution: Monitor open balances related to claims, invalid short payments, or invalid deductions. Contact the Sales Team, Manufacturer Rep, and/or Customer to request payment or status updates. Note payment status on the account ledger using specific headers for the Claims Team follow-up: CLAIM PENDING, COLLECTION REQUIRED, PAYMENT PENDING, CREDIT AVAILABLE.                                                           
• Remain diligent in reviewing and understanding product bulletins and sales bulletin
• Provide accurate, courteous and timely information when responding to all customers requests, comments, and/or questions                                                                              
• Assist all team members to achieve established team KPIs                                                       
• Meet monthly with Claims Supervisor to review individual team and self-development KPIs                  

SUPERVISORY RESPONSIBILITIES:

• This job requires no supervisory responsibilities

 QUALIFICATIONS:

• Education:  GED / High School Diploma
• Experience:  Two to three (2 to 3) years of customer service, account management, claims or equivalent required
• Skills:
  1. Must possess excellent interpersonal, verbal, and written communication skills, strong and accurate data entry and analytical skills required along with a solid understanding of basic accounting principles
  2. Exposure to a CRM tool, or similar software, would be a plus
  3. Exposure to SAP S/4, would be a plus

Regardless of position or title, all TOTO employees are expected to provide the highest level of customer service and kindness for the organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

TOTO USA is an Equal Opportunity Employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

TOTO USA provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. We are committed to maintaining a drug-free workplace.