Customer Quality and Claims Specialist

Service Wire • Culloden, WV

1d • Onsite

About The Position

The Customer Quality and Claims Specialist supports internal and external customers by managing product claims, returns, and quality related inquiries. The role investigates issues, coordinates resolutions across departments, and ensures timely, accurate, and professional communication while recommending process improvements to prevent future claims.

Requirements

• High school diploma or equivalent
• Strong research, documentation, and analytical skills
• Proficient with Microsoft Office
• Solid basic math skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong written and oral communication skills
• Ability to effectively interact with internal and external customers
• Ability to travel from time to time (less than 10%)
• Familiarity with office equipment including printers, copiers, scanners etc.

Nice To Haves

• 2-year degree preferred

Responsibilities

• Monitor and manage customer cases, proactively addressing delays
• Investigate and resolve product claims, pricing adjustments, and deductions in coordination with Sales, Shipping and Quality Control
• Analyze customer complaints to determine root cause, corrective actions, and preventive measures
• Communicate findings, resolutions, and recommendations to customers and internal stakeholders
• Manage freight claim by providing raw material scrap values and re-claimed materials while tracking the funds received
• Check records, such as bills, computer printouts, and related documents and correspondence, and converse or correspond with customer and other company personnel, such as sales, shipping, engineering, and credit, to obtain facts regarding customer complaint
• Notify customer and designated personnel of findings, adjustments, and recommendations, such as exchange of merchandise
• Recommend improvements in product, packaging, shipping methods, service, or billing processes to minimize future claims.
• Perform additional duties as assigned

Benefits

• Comprehensive Insurance Options - Competitive medical coverage with a variety of plan choices
• Progressive PTO & Paid Holidays - Tenure-based paid time off plus eight paid holidays annually
• 401(k) with Company Match + Profit Sharing - Matching 5% on 6% of employee contributions and annual profit-sharing contributions
• Career Growth & Learning Support - Tuition reimbursement and employee assistance programs
• Tuition reimbursement up to $15,000 - annually to support your continued education and career growth
• Referral Bonus Program - Employee referral bonuses paid out over the new hire's first year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED