
Merchandise Claims Specialist
1 week ago
The ideal candidate will be responsible for investigating and resolving customer claims related to promotional merchandise.
Key Responsibilities:- Manage and investigate incoming customer claims, including but not limited to imprinting errors, delivery delays, pricing discrepancies, incorrect products, or issues affecting overall product quality and integrity.
- Collaborate 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.
- 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 personal and professional growth.
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