Returns & Claims Associate

Role Overview

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.

Key Responsibilities

1. Claims Management (All Claim Types)

• 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
• Validate claim eligibility based on internal policies, contracts, and business rules
• Collect, review, and assess supporting documentation
• Drive claims to resolution within defined SLAs

2. Returns Management

• 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

3. Internal & External Coordination

• Act as a single point of contact for all claim-related topics
• Collaborate closely with Logistics, Finance, Sales, Legal, and Production teams