Customer Claims Manager

Position Summary

The Customer Claims Manager plays a critical role in delivering an exceptional customer experience by leading the end-to-end management of product quality claims and driving improvements that prevent future issues. This role leads a team of customer claims professionals responsible for ensuring claims are handled accurately, efficiently, and with a strong sense of urgency. Beyond claim resolution, the Customer Claims Manager will identify trends, uncover root causes, and turn customer feedback into actionable improvements. Working closely with Manufacturing, Quality, Distribution, Service, and other cross-functional partners, this leader will help reduce defects, strengthen processes, improve operational performance, and enhance overall customer satisfaction.

Objectives

• Deliver exceptional customer experience through timely and accurate claim resolution.
• Reduce remake volume, warranty expense, and recurring quality issues.
• Drive data-based continuous improvement initiatives.
• Develop a high-performing customer claims team.

Key Responsibilities

• Lead, coach, and develop a team of 5-8 customer claims personnel.
• Establish service level expectations, performance goals, and accountability standards.
• Oversee initial quality claims during the first year after installation.
• Coordinate remake orders and field service activities to ensure timely resolution.
• Perform root cause analysis on claim trends and recurring issues.
• Partner with Manufacturing, Engineering, Quality, Sales, Supply Centers, Customer Service, and Warranty teams to implement corrective actions.
• Monitor and improve KPIs including claim cycle time, first-time resolution, customer satisfaction, remake volume, and quality-related costs.
• Analyze customer feedback and claims data to identify improvement opportunities.
• Provide regular reporting and recommendations to leadership.
• Support manufacturing plants through site visits and continuous improvement activities.

Success Measures

• Improved customer satisfaction scores
• Reduced claim cycle time
• Lower remake and warranty costs
• Increased first-time resolution rates
• Successful implementation of corrective actions and quality improvements

Education, Skills & Experience

• Bachelor's degree or equivalent experience.
• 5+ years of customer service, claims, warranty, manufacturing, quality, or related experience.
• 3+ years of leadership experience managing teams.
• Experience with Salesforce, CRM systems, and order management platforms.
• Advanced problem-solving, conflict resolution, and decision-making abilities.
• Intermediate to advanced Excel and reporting skills.
• Ability to interpret product specifications, installation requirements, and quality standards.
• Experience leading KPI-driven process improvement initiatives.

About Us

When you join AMI, you are part of a leading North American manufacturing business of vinyl windows, cladding, metal siding, trim and other essential exterior building products for residential, light commercial and multifamily projects. In 2022, we introduced our composite cladding system, a first-of-its-kind solution featuring exclusive (GP)2 technology. Headquartered in Cuyahoga Falls, Ohio, AMI is part of Associated Materials, LLC, which owns and operates 10 manufacturing facilities in North America including a distribution center.