Customer Service Ship Center Claims Representative-Remote

Staples Inc. • Framingham, MA

1d • Remote

About The Position

Our Customer Service team supports our company through confidence, knowledge, and an unwavering commitment to delivering exceptional customer experiences. We are passionate about understanding customer needs, finding solutions that fit their business, and supporting them every step of the way. As a valued member of the team, you will play a critical role in creating a seamless customer experience while helping resolve issues efficiently and professionally. The Ship Center Claims Representative owns the end-to-end claims process and serves as the primary point of contact for both internal and external customers regarding shipping claims. This role is responsible for investigating, managing, and resolving claims while providing outstanding customer service through phone and email interactions. Success in this position requires strong problem-solving abilities, attention to detail, effective communication skills, and a commitment to delivering timely resolutions. You'll have the opportunity to make a direct impact on the customer experience by helping customers navigate challenging situations and providing meaningful resolutions. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about helping others, this role offers an excellent opportunity to grow your customer service career while making a difference every day.

Requirements

• Strong customer service skills with the ability to handle challenging situations with professionalism and empathy.
• Excellent verbal and written communication abilities.
• Strong listening skills and the ability to ask probing questions to identify customer needs.
• Ability to maintain composure and professionalism while managing multiple priorities.
• Effective problem-solving and critical-thinking skills.
• Strong organizational skills and attention to detail.
• Ability to work independently while managing a high volume of customer inquiries and claims.
• Commitment to providing proactive communication and timely follow-up.
• Comfort navigating multiple systems and technology platforms simultaneously.
• A customer-first mindset focused on delivering resolutions and exceeding expectations.
• Minimum of 2 years of customer service experience within the past 5 years, preferably in a customer support or claims-related environment.
• Designated distraction-free workspace/home office.
• High-speed internet connection.
• Ability to perform basic equipment troubleshooting and PC/hardware setup.
• Ability to work an 8-hour shift within operating hours of 9:00 a.m. to 8:00 p.m. EST, Monday through Friday.

Nice To Haves

• High School Diploma or GED.
• Previous work-from-home experience.
• Demonstrated success in a customer service or contact center environment.
• Experience managing customer claims, shipping inquiries, or carrier-related issues.
• Familiarity with Salesforce or similar customer relationship management (CRM) systems.

Responsibilities

• Own and manage all shipping claim processes from initiation through resolution.
• Provide exceptional customer service to internal and external customers through phone and email communications.
• Proactively communicate claim status updates and next steps to customers.
• Research, investigate, and resolve customer claims and shipping-related issues in a timely manner.
• Track customer concerns from inception through resolution, ensuring complete ownership and accountability.
• Act as a liaison between customers and shipping carriers to facilitate claim resolution.
• Accurately document customer interactions, claim details, and resolutions within company systems.
• Diagnose and categorize issues to identify root causes and determine appropriate resolution paths.
• Escalate trends, recurring issues, or concerns that may negatively impact customer satisfaction.
• Respond to customer and carrier inquiries while meeting established service level expectations.
• Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and additional internal systems to research and resolve issues.
• Participate in team meetings, cross-training opportunities, and process improvement initiatives.
• Recommend system and process improvements that increase efficiency and enhance the customer experience.
• Adapt to new technologies and tools that support operational excellence and customer satisfaction.

Benefits

• Generous amount of paid time off, including one Floating Holiday each year
• Flexible work arrangements, including flexible work hours and remote.
• 401(k) plan with company match, medical, dental, vision, life and disability insurance with many more optional benefits
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

What This Job Offers

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