Customer Service Claims Specialist

Reports To:

Manager, Customer Experience

Direct Reports: N/A

FLSA Status:
Non-Exempt (Eligible for OT)

Employment Type:

Full time

Deliver a best-in-class, customer-centric experience through accurate and efficient handling of claims and returns. The Claims & Returns Specialist is responsible for investigating product-related issues, processing RMAs, coordinating replacements or credits, and ensuring timely, professional communication between customers, Sales, Quality, and Production.

• Deliver a best-in‑class, customer‑centric experience with every customer interaction across every channel (calls, emails, chat, text).
• Communicate clearly and professionally in both verbal and written formats.
• Demonstrate a positive, empathetic, and professional demeanor toward all customers and colleagues.
• Maintain ownership of all assigned cases through full resolution, ensuring a one‑touch experience whenever possible.
• Accurately process RMA requests, credits, replacements, and adjustments in ERP and CRM systems according to company policy.
• Validate claim details, including original order, shipment, and inspection records, to ensure complete and accurate resolution.
• Follow all established workflows and work instructions to ensure consistency and compliance.
• Meet or exceed Customer Experience performance metrics, including SLA compliance, response time, quality, and order accuracy.
• Collaborate with Quality, Production and Shipping to verify root cause and coordinate appropriate corrective action (e.g., repair, remake, or credit).
• Maintain accurate documentation, including case notes, RMA logs, return authorizations, photos, and investigation summaries.
• Communicate clearly and professionally with internal teams to ensure customer needs are met in full and on time.
• Escalate complex or unresolved cases promptly to the Lead or Manager, Customer Experience, for support.
• Identify recurring issues or trends and bring to quality or manager for analysis.
• Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to customers.
• Understand and effectively use applicable technology as required by the business, including ERP, Salesforce and Microsoft Outlook.

• Other duties as assigned

On the job

Education &

Certifications:

High school diploma or equivalent through Associate’s Degree or higher preferred, but not required.

Experience:

1-3+ year(s) customer service experience preferred; intermediate or higher skill level in Microsoft Outlook, Excel, and Word; experience in business software – ERP, order entry software, CRM preferably Salesforce.

Key

Competencies:

Performs well under pressure, Technophile, Team‑Oriented, Listening, Problem‑Solving, Time Management, Flexible, Highly Organized, Detail‑Oriented, Reliable, Highly Engaged, Professional Communication (written & verbal), Coachable, Empathetic.

Physical Requirements:

Long periods of sitting or standing at an individual workstation, heavy computer work.

Working Conditions:

Daily work in a temperature‑controlled office environment, heavy computer work, must be able to stand/sit for the duration of the workday.

EEO Statement:
National Safety Apparel provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation or any other protected group status as defined by law.