Corporate Claims Representative

Teknion•Mount Laurel, NJ

2d•Hybrid

About The Position

The Corporate Claims Representative serves as a critical liaison between dealers, customers, manufacturing facility representatives, and internal departments. This role is responsible for the end-to-end management, investigation, and resolution of claims and back charges. The successful candidate ensures all inquiries progress according to established service levels while transforming the customer experience into a competitive advantage. As a trusted, go-to solutions provider, you will navigate complex operational and warranty issues, balancing empathy for customer urgency with adherence to corporate processes.

Requirements

High School Diploma/GED required
Prior customer service experience is required, ideally within the contract furniture industry.
Exceptional written and verbal communication skills, with the ability to maintain professionalism under pressure.
Strong diplomatic and negotiation skills to balance the needs of Dealers, Customers, and Internal Facility Representatives.
Superior multitasking abilities with a proven track record of managing competing priorities in a fast-paced environment.
Strong computer skills; familiarity with ERP/CRM systems and the ability to quickly master the Tekcare Claims Portal.
Strong common sense and analytical decision-making capabilities regarding product logistics, delivery, and storage liabilities.

Nice To Haves

Post-secondary education or 2–4 years of related experience in claims, account management, or customer operations is preferred.

Responsibilities

Address and manage high-priority dealer escalations, aligning response urgency with dealer and end-customer needs.
Receive, validate, and track incoming claims inquiries through internal systems to accurately pinpoint root causes.
Conduct thorough initial investigations to determine claim validity and assign financial or operational responsibility for manual claims.
Focus on delivering rapid interim solutions to ensure dealers and customers can maintain normal operations while permanent claims are resolved.
Maintain proactive, assertive, and professional communication with facility leads, dealer partners, and internal cross-functional teams.
Provide transparent status updates to dealers and customers for complex claims that sit outside the standard portal process.
Monitor established Service Level Agreements (SLAs) and proactively escalate highly complex issues to the Corporate Claims Manager.
Negotiate effective, mutually beneficial resolutions when rigid "yes/no" answers are not viable, balancing flexibility with established Teknion policies.
Review, investigate, and route back charges for executive approval within strict, established timeframes.
Partner regularly with Specials, Engineering, Finance, and Order Entry departments to facilitate comprehensive resolutions.
Process and oversee replacement orders, coordinate delivery schedules, process chargeable claims, request financial credits, and investigate extension requests.
Master internal systems (including the Tekcare Claims Portal) to provide technical support and training to dealer users.
Maintain up-to-date knowledge of product lines, manufacturing processes, and marketing updates by attending product launches and facility reviews.
Participate in cross-training initiatives and provide reliable backup support for team members to foster a cooperative department culture.
Prompt, reliable and regular attendance.
Other duties as assigned.