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.

• Claims Management (All Claim Types):
  • Register, review, and resolve customer and partner claims across multiple categories, including logistics (loss, damage, delays), service quality and SLA breaches, billing/pricing/invoice disputes, product or order-related issues, and 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
• 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
• 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
  • Coordinate with external partners and vendors when needed
  • Escalate complex or high-risk claims in a structured and timely manner
• Financial & Data Accuracy:
  • 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
• Reporting & Continuous Improvement:
  • 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
• Customer & Partner Communication:
  • 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

• English B2+ 
• Italian and/or Spanish language skills 
• 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 is a plus
• Exposure to contracts, SLAs, or policy-driven decision-making is a plus
• Experience working with ERP, CRM, or ticketing tools is a plus
• Data literacy and basic reporting skills are a plus