Returns & Claims Associate

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

📋 Description

• Register, review, and resolve claims from customers and partners in logistics, service quality, billing, product/order, and contractual categories.

• Validate the eligibility of claims in accordance with internal policies, contracts, and business regulations.

• Collect, review, and evaluate supporting documentation.

• Drive claims to resolution within established service level agreements (SLAs).

• Coordinate both physical and non-physical returns, validate requests and approvals, track statuses, and update systems accordingly.

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

• Serve as the primary point of contact for matters related to claims and escalate complex or high-risk claims as necessary.

• Ensure accurate financial handling of claims, including credits, refunds, and reimbursements.

• Support reconciliations and audits while maintaining precise ERP records.

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

• Identify recurring issues and suggest preventive or corrective measures.

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

• Provide timely and professional updates regarding claim status and outcomes.

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

⛳️ Requirements

• Exceptional English language proficiency (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 and a methodical working style.

• Capacity to manage multiple types of claims and priorities simultaneously.

• Clear written and verbal communication skills.

• Experience in marketplaces, platforms, or B2B environments (preferred).

• Familiarity with contracts, SLAs, or policy-driven decision-making (preferred).

• Experience with ERP, CRM, or ticketing systems (preferred).

• Data literacy and basic reporting capabilities (preferred).

🏝️ Benefits

• Flexibility to work remotely.

• Company-provided laptop and tools to ensure your success.

• Language learning support to improve 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.