Job Opportunities Customer Service Claims Manager

Schindler Elevator • Hanover, PA

1d • Onsite

About The Position

The Customer Service Claims Manager ensures accurate, timely, and efficient processing of customer claims related to material non-conformities. The role serves as the operational link between Customer Business Units, internal factories, supply chain organizations, and external suppliers, coordinating replacement material delivery while maintaining high-quality claim data and process compliance.

The manager validates claim information, identifies responsible suppliers and correct replacement materials, coordinates clarification activities, and assigns claims to appropriate manufacturers. Effective claim processing and collaboration help reduce customer impact, improve supply chain reliability, enable root cause analysis, and support continuous improvement across Schindler’s global claim management process.

Requirements

• Bachelor’s degree in Engineering, Supply Chain Management, Operations Management, Quality Management, or an equivalent technical or business discipline.
• Minimum of 5–8 years of experience in supply chain operations, customer claims management, quality management, order management, technical support, logistics, or related operational functions.
• Proven ability to analyze technical and commercial information and make fact-based decisions.
• Strong analytical and problem-solving capabilities.
• Understanding of supply chain, logistics, and material flow processes.
• Experience with customer claims and non-conformity management.
• Ability to interpret technical product and ordering information.
• Strong stakeholder management and communication skills.
• Data accuracy and process compliance mindset.
• Ability to work in a global matrix organization.
• Customer-focused and solution-oriented approach.
• Continuous improvement mindset.
• Experience working with ERP and claim management systems.
• Willingness and ability to travel up to 20% as required.

Nice To Haves

• Lean Six Sigma Green Belt or equivalent problem-solving certification.
• Experience in claims management, order processing, or supply chain operations.

Responsibilities

• Assess, validate, and process customer claims in accordance with global claim management standards and validity criteria.
• Verify claim information, including warranty status, commission number, part identification, supporting evidence, and problem categorization.
• Follow global claim procedures, organizational norms, work instructions, and service-level requirements while maintaining data integrity.
• Identify original suppliers and correct replacement materials by comparing claim information with purchase orders and ordering systems, including SHAPE lookup where applicable.
• Investigate discrepancies between requested and required replacement materials and work with KGCRs, claimants, suppliers, and other stakeholders to resolve missing or unclear information.
• Assign validated claims to the appropriate internal factory or external supplier and initiate replacement material orders to minimize customer impact and installation delays.
• Communicate claim status, requested actions, replacement material details, and escalation needs to KG Claim Responsibles, claimants, and suppliers.
• Maintain complete, accurate, and properly documented claim records to support analysis, reporting, KPI monitoring, and root cause investigations.
• Support performance targets including Unit Claim Rate (UCR), On-Time Replacement (OTR), and Cost of Poor Quality (CoPQ) reduction through timely, accurate claim handling.
• Identify recurring claim patterns, process inefficiencies, and quality issues, and provide feedback to Supply Chain, Quality, Engineering, and Operations to support corrective actions and continuous improvement.
• Support onboarding, training, and knowledge transfer related to claim handling processes, tools, and best practices.

Benefits

• Fully vested 401(k) match, up to 7% of total eligible compensation.
• Medical, dental, and vision plans effective from the first day of hire.
• Three weeks of vacation, increasing with tenure; seven sick days; three floating holidays; and eight company-observed holidays.
• Tuition reimbursement, eligible after six months of service.
• Parental leave at 100% of base pay for six consecutive weeks within the first year of a child’s birth or adoption.
• Development opportunities for professional and leadership growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager