Job Description

Position Overview : 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.

Essential Job Functions:

• 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 escalate to Quality or the Manager, Customer Experience, for analysis.
• Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers.
• Understand and effectively use applicable technology as required by the business, including ERP, Salesforce and Microsoft Outlook.

Non-Essential Job Functions:

• Other duties as assigned

Training: On the job

Qualifications:

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.

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