Customer Claims Specialist

Required Skills & Experience

Bachelor’s Degree in Business, Supply Chain, or equivalent experience

Minimum 3 years of customer support, reverse logistics

Experience with SAP and WMS or similar business systems and/or sales order management software applications

Proficient in Microsoft Excel (Pivot Tables, Vlookups, Formulas, etc.) and other Microsoft Office product

Nice to Have Skills & Experience

Experience in advanced Excel proficiency

Experience in High tech, Telecom, or Consumer Electronics industry

Job Description

<Claim Intake and Ownership>

Serve as the first point of contact for incoming customer claims for damaged, short, missing defective or incorrect parts

Own your assigned claims end to end – from intake through inspection, credit and clear

Escalate disputed, high-value, or aged files to the Claim Supervisor with a clear recommendation

<Investigation and Resolution>

Investigate claims in ‘Hold &Pending’ stage and provide resolution

Request and follow up on supporting documentation from 3PL (Warehouse Operation)., persistently enough to keep files moving within SLA

Identify claims where the carrier is liable and hand them to the Logistics Claim Specialist with complete documentation

<Return Authorization and Disposition Support>

Review all approved RMAs for warranty eligibility and return-window compliance

Track Open RMAs against expected receipt dates and follow up on aged or unreceived returns

Flag returns requiring special handling, including batteries and other regulated claims