Returns & Claims Associate

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

📋 Description

• Register, review, and resolve claims from customers and partners in various categories such as logistics, service quality, billing, pricing, invoices, product orders, contracts, and exceptions.

• Confirm claim eligibility according to internal policies, contracts, and business regulations.

• Gather, review, and evaluate supporting documents.

• Drive claims towards resolution within established SLAs.

• Coordinate the return of both physical and non-physical items.

• Validate return requests and obtain necessary approvals.

• Monitor return statuses and ensure updates in the system are accurate.

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

• Serve as the primary point of contact for all claim-related matters.

• Escalate complex or high-risk claims as necessary.

• Ensure accurate financial management of credits, refunds, and reimbursements.

• Assist Finance teams with reconciliations and audits.

• Maintain precise records in ERP and related systems.

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

• Identify recurring issues and recommend preventive or corrective measures.

• Support initiatives for process standardization, optimization, and automation.

• Provide prompt and professional updates on claim statuses and outcomes.

• Manage sensitive or escalated cases while balancing customer satisfaction with contractual and business obligations.

⛳️ Requirements

• Proficiency in English at B2+ level.

• Skills in Italian and/or Spanish are advantageous.

• 2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolution.

• Strong analytical abilities and problem-solving skills.

• Exceptional attention to detail and a structured approach to work.

• Capability to handle multiple claim types and priorities simultaneously.

• Effective written and verbal communication skills.

• Experience in marketplaces, platforms, or B2B environments is a plus.

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

• Experience with ERP, CRM, or ticketing tools is beneficial.

• Data literacy and basic reporting capabilities are a plus.

🏝️ Benefits

• Flexibility for remote work.

• Provision of a corporate laptop.

• Company-supplied laptop and tools designed to ensure your success.

• Support for language learning – enhance your existing language skills or learn new ones.

• A collaborative and supportive team environment.

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

• Participation in corporate events and team-building activities.