Returns & Claims Associate

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

📋 Description

• Register, assess, and resolve claims from customers and partners across various categories including logistics, service quality, billing/pricing/invoice, product/order-related issues, contractual matters, and exceptions.

• Verify the eligibility of claims in accordance with internal policies, contractual agreements, and business regulations.

• Gather, review, and evaluate supporting documentation.

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

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

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

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

• Work alongside Logistics, Finance, Sales, Legal, and Production teams.

• Escalate complex or high-risk claims as necessary.

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

• Assist with reconciliations and audits.

• Maintain precise records in ERP and relevant 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 timely and professional updates regarding claim status and outcomes.

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

⛳️ Requirements

• Proficiency in English at a B2 level or higher.

• Skills in Italian and/or Spanish are desirable.

• 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 approach to work.

• Capability to manage various claim types and priorities simultaneously.

• Effective written and verbal communication skills.

• Experience within marketplaces, platforms, or B2B environments is advantageous.

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

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

• A strong understanding of data and basic reporting skills is an asset.

🏝️ Benefits

• Flexibility to work remotely.

• Corporate laptop provided.

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

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

• A collaborative and supportive team atmosphere.

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

• Participation in corporate events and team-building activities.