Customer Claims Handling Specialist

About the role

The Impact You'll Make Are you a natural problem-solver who excels at communication and keeping things on track? As our new Customer Claims Handling Specialist, you will be the customer’s trusted advocate, serving as their single point of contact and ensuring their issues are resolved with care and professionalism. You will act as the essential communication bridge between our customers and our internal technical experts. You will bring clarity and coordination to complex situations, ensuring that everyone is aligned and that our responses are timely, accurate, and reliable. Your work goes beyond just managing a case; you will be a key contributor to our quality journey. By maintaining precise records, you will provide the data that helps us spot trends, prevent future issues, and continuously improve our products and processes.

Responsibilities

• Take full ownership of customer claims from the initial report to the final resolution, acting as the customer's primary point of contact throughout the process.
• Act as a communication hub, coordinating with internal teams like Site Quality, Engineering, and Sales to ensure a unified and effective response.
• Compile and deliver clear, professional customer updates and formal 8D reports, translating complex technical information into easy-to-understand resolutions.
• Manage case timelines and milestones, tracking all actions to ensure commitments are met and escalating any delays to keep the process moving forward.
• Maintain accurate and detailed claim records, providing the critical data that helps us identify trends and drive continuous improvement.

Requirements

• An Associate's or Bachelor's degree in a technical or business field, with at least 3+ years of experience in a role like customer quality, technical service, or complaint handling within an industrial setting.
• Excellent organizational skills, with a proven ability to manage multiple cases, deadlines, and customer expectations simultaneously.
• A working knowledge of structured problem-solving concepts like 8D, root cause analysis, and CAPA.
• Exceptional communication and business writing skills, with the ability to be clear, concise, and professional in all customer interactions.
• Proficiency with business software, including complaint management systems (CRM/ERP) and Microsoft Office.

Benefits

• Mentoring, training, and access to global opportunities (promote from within)
• Flexibility, autonomy, and support to do your best work
• Healthy work-life balance
• Inclusive work environment where people of all backgrounds are respected and valued
• 401k matching
• Annual bonus
• Paid vacation
• Personal insurance
• Benefits vary by country and contract (worth asking about)