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

• 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 French language skills (both written and spoken) are required for effective communication with clients, partners, and internal teams

• 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