Returns & Claims Associate

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Register, assess, and resolve claims from customers and partners across various categories including logistics, service quality, billing, pricing, invoices, products, orders, contracts, and exceptions.

• Verify claim eligibility in accordance with policies, contracts, and established business rules.

• Gather, review, and evaluate supporting documents necessary for claims.

• Ensure claims are resolved within the specified Service Level Agreements (SLAs).

• Manage both physical and non-physical returns, confirm requests and approvals, monitor status, and update relevant systems.

• Collaborate with warehouses, suppliers, internal teams, external partners, and vendors.

• Serve as the primary contact for any claim-related inquiries and escalate complex or high-risk claims as needed.

• Guarantee accurate financial processing of credits, refunds, and reimbursements; assist with reconciliations and audits.

• Keep precise records in ERP and associated systems.

• Monitor and analyze claim volumes, identify root causes, resolution times, and outcomes.

• Recognize recurring issues and recommend preventive or corrective measures.

• Aid in the standardization, optimization, automation, and improvement of processes and policies.

• Offer professional updates regarding claim status and outcomes while balancing customer satisfaction with contractual and business obligations.

⛳️ Requirements

• Proficient 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 abilities.

• High attention to detail coupled with a structured working approach.

• Capability to manage multiple claim types and prioritize tasks concurrently.

• Clear and effective written and verbal communication skills.

• Experience in marketplaces, platforms, or B2B environments.

• Familiarity with contracts, SLAs, or policy-driven decision-making processes.

• Experience using ERP, CRM, or ticketing systems.

• Data literacy along with basic reporting skills.

🏝️ Benefits

• Flexibility for remote work.

• A company-provided laptop and tools to ensure your success.

• Support for language learning – enhance or acquire new language skills.

• A collaborative and supportive team environment.

• Opportunities for professional growth and development, including training and skill enhancement.

• Corporate events and team-building activities.