Returns & Claims Associate

Xometry Europe • Georgia, GA

16h • Remote

About The Position

We are looking for a detail-oriented Returns & Claims Associate to manage and resolve customer and partner claims across the business. This role covers a broad range of claim types, including logistics issues, service quality disputes, billing discrepancies, product-related claims, and contractual exceptions. The position plays a key role in ensuring fair, timely, and policy-compliant claim resolution, while maintaining high standards of communication, documentation, and continuous process improvement.

Requirements

• Excellent French language skills (both written and spoken) are required for effective communication with clients, partners, and internal teams
• Excellent English language skills (both written and spoken)
• 2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolution
• Strong analytical and problem-solving skills
• High attention to detail and a structured working style
• Ability to manage multiple claim types and priorities in parallel
• Clear written and verbal communication skills

Nice To Haves

• Experience in marketplaces, platforms, or B2B environments
• Exposure to contracts, SLAs, or policy-driven decision-making
• Experience working with ERP, CRM, or ticketing tools
• Data literacy and basic reporting skills

Responsibilities

• Register, review, and resolve customer and partner claims across multiple categories: Logistics (loss, damage, delays), Service quality and SLA breaches, Billing, pricing, and invoice disputes, Product or order-related issues, Contractual and exception-based claims
• Validate claim eligibility based on internal policies, contracts, and business rules
• Collect, review, and assess supporting documentation
• Drive claims to resolution within defined SLAs
• Coordinate physical and non-physical returns where applicable
• Validate return requests and approvals
• Track return status and ensure accurate system updates
• Align with warehouses, suppliers, and internal teams as required
• Act as a single point of contact for all claim-related topics
• Collaborate closely with Logistics, Finance, Sales, Legal, and Production teams
• Coordinate with external partners and vendors when needed
• Escalate complex or high-risk claims in a structured and timely manner
• Ensure correct financial handling of claims, including credits, refunds, and reimbursements
• Support Finance teams with reconciliations and audits
• Maintain accurate and complete records in ERP and related systems
• Track and analyze claim volumes, root causes, resolution times, and outcomes
• Identify recurring issues and propose preventive or corrective actions
• Support process standardization, optimization, and automation initiatives
• Contribute to the continuous improvement of policies and internal guidelines
• Provide clear, timely, and professional updates on claim status and outcomes
• Handle sensitive or escalated cases with a solution-oriented mindset
• Balance customer satisfaction with contractual and business requirements

Benefits

• Remote work flexibility
• Company-provided laptop and tools to set you up for success
• Language learning support – improve or learn new languages
• Collaborative and supportive team environment
• Professional growth and development opportunities, including training and skill enhancement
• Corporate events and team-building activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed