Returns & Claims Associate

We are looking for a detail-oriented Returns & Claims Associate to manage and resolve customer and partner claims across the business. This role covers a broad range of claim types, including logistics issues, service quality disputes, billing discrepancies, product-related claims, and contractual exceptions.

The position plays a key role in ensuring fair, timely, and policy-compliant claim resolution , while maintaining high standards of communication, documentation, and continuous process improvement.

Register, review, and resolve customer and partner claims across multiple categories: Logistics (loss, damage, delays) Service quality and SLA breaches Billing, pricing, and invoice disputes Product or order-related issues Contractual and exception-based claims

Logistics (loss, damage, delays)

Service quality and SLA breaches

Billing, pricing, and invoice disputes

Product or order-related issues

Contractual and exception-based claims

Validate claim eligibility based on internal policies, contracts, and business rules

Collect, review, and assess supporting documentation

Drive claims to resolution within defined SLAs

Coordinate physical and non-physical returns where applicable

Validate return requests and approvals

Track return status and ensure accurate system updates

Align with warehouses, suppliers, and internal teams as required

Act as a single point of contact for all claim-related topics

Collaborate closely with Logistics, Finance, Sales, Legal, and Production teams

Coordinate with external partners and vendors when needed

Escalate complex or high-risk claims in a structured and timely manner

Ensure correct financial handling of claims, including credits, refunds, and reimbursements

Support Finance teams with reconciliations and audits

Maintain accurate and complete records in ERP and related systems

Track and analyze claim volumes, root causes, resolution times, and outcomes

Identify recurring issues and propose preventive or corrective actions

Support process standardization, optimization, and automation initiatives

Contribute to the continuous improvement of policies and internal guidelines

Provide clear, timely, and professional updates on claim status and outcomes

Handle sensitive or escalated cases with a solution-oriented mindset

Balance customer satisfaction with contractual and business requirements

Excellent English language skills (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 skills

High attention to detail and a structured working style

Ability to manage multiple claim types and priorities in parallel

Clear written and verbal communication skills

Experience in marketplaces, platforms, or B2B environments

Exposure to contracts, SLAs, or policy-driven decision-making

Experience working with ERP, CRM, or ticketing tools

Data literacy and basic reporting skills