Claims Supervisor

Team Leadership

Train and supervise a group of Customer Claim Specialists & Logistics Claim Specialist. Manage daily workload allocation, coverage and backlog prioritization by aging and dollar value. Serve as the first escalation point (Tier 2) for the team on disputed, high-value and aged cases.

Customer Claim Process

Lead and manage the end-to-end customer claim process for various claim reasons including defective, PNN (Parts not needed), DIT (Damaged in Transit), and discrepancy (Part / Qty). Own execution of the parts return lifecycle: Return Authorization, receipt, inspection, disposition and closure. Ensure accurate serialization tracking and cosmetic / function inspection on returned parts. Oversee overall aging RMAs and ensure their closure before getting flagged due to aging.

Logistics Claims

Manage all logistics related claims including Inbound DIT (Damaged in Transit) Claim, Outbound DIT Claim, Quantity Discrepancy (Parts, Qty), and Warehouse Damage / Lost Claim. Ensure all logistics related claims are submitted / settled in timely manner.

Reporting and Continuous Improvements

Own team KPIs; return processing cycle time, aged / unreceived RMA volume, disposition accuracy and recovery rate. Share RMA reports with leadership as needed. Maintain and improve claim related SOPs, documentation standards, and audit trails. Support internal, customer & vendor audits with reports / data as needed. Maintain tracker for each claim type and provide weekly report to leadership.

Cross-functional Partnership

Partner with Order Management team to ensure they have clear, accurate resolution details for customer-facing communication. Work with 3PL (Warehouse Operation) on receiving and inspection performance against agreed service levels. Interface with carriers on escalations. Collaborate with warehouse / Inventory team to ensure damaged / returned inventory is properly managed.