Claims Specialist

Maddox Industrial Transformer is the nation’s leading provider of electrical transformers to the commercial and industrial market, with primary locations in South Carolina, Washington State, Texas, Idaho, and Ohio. Recognized by Inc. Magazine as one of the fastest‑growing companies in America for eight consecutive years, Maddox is founded on Christian values and invests heavily in its people, processes, and culture.

About the role

The primary responsibility is investigating and resolving warranty claims and return requests. You will serve as the main point of contact throughout the claims process, gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims.

Responsibilities

• Investigate and resolve warranty claims and return requests.
• Act as the primary point of contact for customers throughout the claims lifecycle.
• Gather facts, evaluate documentation, and determine coverage eligibility.
• Make fair, defensible decisions and communicate them professionally.
• Work cross‑functionally with internal teams and external vendors to identify root causes and drive timely resolutions.
• Maintain detailed records of claim investigations and outcomes.
• Balance customer satisfaction with business objectives while handling difficult conversations.

Requirements

• Prior relevant experience in claims processing, investigations, dispute resolution, military service, law enforcement, account/project management, team leadership, or similar roles requiring independent judgment.
• Experience handling escalated customer situations, complaints, disputes, or conflict resolution.
• Proven ability to evaluate facts, policies, procedures, or evidence to make recommendations or decisions.
• Excellent written communication skills for high‑volume email correspondence.
• Proficiency with basic computer software (G‑Suite, email, CRM’s, ERP’s, etc.).

Qualifications

• Strong problem‑solving skills and comfort making decisions with incomplete or conflicting information.
• Calm, professional demeanor during difficult conversations.
• Good judgment and ability to independently evaluate situations, weigh competing factors, and determine appropriate resolutions.
• Resourceful and creative in developing solutions that balance customer satisfaction with business goals.
• Composure under pressure and willingness to address conflict when necessary.
• Ability to confidently explain and defend decisions while maintaining positive relationships.
• Highly organized with the capacity to manage multiple active claims without loss of detail.
• Strong attention to detail, identifying inconsistencies, missing information, or potential risks.
• Ownership mindset—taking problems through to resolution and knowing when to seek additional input or escalation.

Benefits

• Drug‑free workplace.
• Comprehensive full‑time benefits package averaging $20,000+ per year (amount varies by age, family size, and eligibility).
• 3 weeks paid time off (PTO) plus an additional week for managers and an extra week after five years of service.
• Health & wellness options: traditional insurance or cash‑in‑lieu (e.g., up to $19,200 / year for a family of four).
• Paid paternity/maternity leave.
• 401(k) with 100 % match up to 8 % of wages.
• Paid holidays.
• Marriage and family gifts to celebrate significant life events.
• Voluntary benefits and coverages (vision, dental, short‑term disability, additional life insurance, accident, etc.) as eligible.

Pay

Annual range: $73,000 — $81,000 USD (wages plus bonus).

Schedule

Full‑time, generally 7:00 AM – 4:00 PM.