Claims Specialist

Location: Onsite in Columbia, MD – potential for hybrid after training and some travel could be required

We are seeking a highly organized and customer-focused Claims Specialist to manage and resolve customer claims with precision and empathy. In this role, you will serve as the primary point of contact for customers, ensuring claims are logged, tracked, and resolved efficiently while collaborating across Manufacturing, Finance, and Customer Service teams.

The ideal candidate will use strong analytical, project management, and communication skills to drive root cause analysis, implement corrective actions, and enhance the overall customer experience.

• Log, track, and manage customer claims in Salesforce from initiation to resolution.
• Communicate empathetically with customers, providing timely updates throughout the claims process.
• Collaborate with Manufacturing, Finance, and other internal teams to investigate claims and implement resolutions.
• Facilitate cross-functional meetings and follow up on corrective actions to ensure accountability.
• Identify trends in claims, perform root cause analysis, and recommend process improvements.
• Provide regular reports on claim volume, resolution times, root causes, and customer impact.

• Maintain accurate and thorough documentation of all claims, communications, and outcomes.
• Escalate complex issues appropriately and ensure follow-through on resolutions.
• Uphold a high standard of service excellence in every customer interaction.
• Support continuous improvement initiatives by analyzing data and providing actionable insights.
• Manage multiple priorities effectively while maintaining attention to detail and quality.

• Bachelor’s degree in Business, Project Management, or a related field.
• 3+ years of experience in customer service, claims resolution, or project coordination.
• Proficiency in Salesforce, Excel, and data analysis tools.
• Excellent communication, problem-solving, and organizational skills.
• Ability to drive cross-functional collaboration and manage multiple priorities.

• Experience in manufacturing or B2B environments, familiarity with root cause analysis frameworks (e.g., 5 Whys, Fishbone), exposure to corrective action planning, and project management certification (CAPM or PMP).