Returns & Claims Associate

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

📋 Description

• Register, evaluate, and resolve claims from customers and partners involving logistics, service quality, billing, product/orders, and contractual issues.

• Confirm claim eligibility in accordance with internal policies, contracts, and business regulations.

• Gather, examine, and evaluate supporting documentation.

• Propel claims toward resolution within established service level agreements (SLAs).

• Manage both physical and non-physical returns, validate requests and approvals, and monitor return progress.

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

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

• Escalate complex or high-risk claims as necessary.

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

• Assist with reconciliations and audits while maintaining precise ERP records.

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

• Identify recurring issues and recommend preventive or corrective measures.

• Promote process standardization, optimization, and automation initiatives.

• Deliver clear, timely, and professional updates on claims and manage escalated cases.

⛳️ 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 capabilities.

• High attention to detail and a methodical working style.

• Capacity to handle multiple claim types and priorities simultaneously.

• Effective written and verbal communication skills.

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

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

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

• Proficiency in data literacy and basic reporting skills (preferred).

🏝️ Benefits

• Flexibility for remote work.

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

• Language learning assistance – enhance or acquire new language skills.

• A collaborative and supportive team atmosphere.

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

• Corporate events and team-building activities.