
Customer Claims Specialist
1 day ago
Job Title: Customer Claims Specialist
About the Role:We are seeking a highly skilled and detail-oriented Customer Claims Specialist to join our team. As a key member of our customer support department, you will be responsible for investigating and resolving customer claims related to promotional products.
Your primary objective will be to provide exceptional customer service by ensuring that all claims are thoroughly investigated, and resolutions are provided in a timely and professional manner.
Responsibilities:- Manage and investigate incoming customer claims related to promotional product orders, including but not limited to Incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, or billing concerns
- Work closely with internal departments such as Production, Art, Sales, Shipping, and Customer Service to gather relevant information, identify the root cause, and determine the appropriate resolution.
- Communicate with customers professionally and empathetically throughout the claims process. Provide updates, explain investigation findings, and present resolution options.
- Coordinate and process claims resolutions, including product reprints, credits, refunds, replacements, or discounts, in alignment with company guidelines and authorization levels.
- Maintain accurate and thorough documentation of all claims, outcomes, communications, and resolution actions within internal systems. Assist in preparing trend reports and contributing to process improvement initiatives.
- Minimum 2 years of experience in customer service, claims resolution, or order investigation, ideally within the promotional products industry or a similar custom manufacturing environment.
- Strong analytical and investigative skills
- Excellent verbal and written communication abilities
- Ability to handle sensitive situations with professionalism and empathy
- High attention to detail and strong organizational habits
- Comfortable navigating multiple systems, including order management and CRM platforms
- Ability to manage multiple claims simultaneously in a fast-paced environment
- A competitive salary package
- A permanent work-from-home setup
- Company equipment provided
- Internet stipends upon regularization
- HMO Coverage
- PTO credits and service incentive leaves
- Major spring and winter company live events
- Monthly employee appreciation virtual events
- Company-provided career skills training courses
- A company culture focused on your personal and professional growth
We are committed to fostering a positive and supportive work environment that encourages growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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