Customer Claim Case Manager
About The Position
Peerless Pump Company is seeking a Customer Claim Case Manager to manage the full lifecycle of customer claims, from intake and investigation through resolution. This role involves driving root cause analysis and continuous improvement for Peerless pump products. The position is part of the Quality Management team, collaborating across engineering, manufacturing, and service teams to resolve customer issues efficiently, minimize costs, and drive lasting quality improvements. The company fosters a diverse, supportive, and inclusive culture that celebrates differences and prioritizes employee growth, well-being, and belonging.
Requirements
- Detail-oriented problem solver with strong technical knowledge of pumps and rotating equipment.
- Proven ability to manage multiple complex cases simultaneously.
- Excellent communication skills for engaging customers and cross-functional teams.
- An Associate’s degree in business, Supply Chain, Quality Management, or related field.
- 3-6 years of job-related experience in a manufacturing environment.
- Strong knowledge of casting, machining, and large-scale fabrication techniques.
- Proven experience in quality management or supplier development.
- Proficiency with Microsoft Office suite.
- Familiarity with SAP SD/CS modules or similar ERP systems.
- Excellent written and oral communication skills with the ability to track and resolve multiple complex projects concurrently.
- Qualified candidates must have the authorization to work in the USA without support.
Nice To Haves
- Experience with rotating and hydraulic equipment including drivers, controls, and system interfaces.
- Advanced understanding of pump principles, hydraulics, and product application troubleshooting.
- Familiarity with Salesforce as a case management tool.
- Familiarity with ISO 9001/14001/45001 quality standards.
Responsibilities
- Manage customer claims end-to-end through Peerless' claims process using Salesforce, including warranty and non-warranty investigations, negotiations, and rectifications.
- Evaluate complex product and job site conditions to determine root causes of failures, collaborating with quality and engineering teams on corrective actions.
- Communicate directly with customers and end users to understand claim details and drive timely, cost-effective resolutions including credit memos and RMAs.
- Partner with Engineering and Manufacturing to validate technical issues, assess cost and production impacts, and initiate drawing modifications for process improvement.
- Analyze claims data and prepare periodic reports on complaints, specification errors, warranty trends, and non-warranty claims per internal procedures.
- Utilize SAP SD/CS modules and recommend deployment of field technicians and engineers to troubleshoot cases at job sites when needed.
Benefits
- Competitive benefits
- Strong emphasis on development, growth, and innovation
- Annual bonuses
- Health insurance
- Strong focus on well-being activities
- Three days' additional paid leave for volunteering in your community
- Access to on-demand training and learning sessions
- Carefully structured programs to pursue personal and professional development opportunities
- Paid time off
- Paid holidays
- Merit increases
- Bonuses
- Employee stock purchase programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
