Technical Customer Support Specialist

Job Description

Job Description

Who We Are: 

With over 70 years of innovative products and services, Valto is the world’s leading provider of FRP composite panels. Our lightweight composite products deliver unsurpassed strength and durability; and we continue to pioneer next level performance in building materials, recreational vehicles, and transportation. We deliver quality products that perform in demanding environments. 

Who We Are Looking For: 

Valto is searching is searching for a Claims Analyst to be based out of Channahon, IL. Reporting to the Customer Service Manager, this person will be responsible for investigating, evaluating, and resolving customer claims while supporting customer satisfaction, quality improvement, and continuous improvement initiatives. This role serves as a key liaison between customers and internal departments by analyzing claim data, identifying root causes, coordinating resolutions, and ensuring claims are processed accurately and efficiently.

The ideal candidate will have 2-5 years of customer service, claims management, quality, supply chain, or business analysis experience, with strong analytical, investigative, and problem-solving skills. Experience analyzing data, managing customer claims, identifying root causes, and driving continuous improvement initiatives is preferred.

For this role, we anticipate paying an annualized rate up to 70k, plus bonus. Placement within the range considers experience, skills, and internal equity.

How you’ll make an impact: 

• Review, document, and process customer claims related to product quality, shortages, shipping damage, pricing discrepancies, and other customer concerns.
• Conduct thorough investigations by collecting, reviewing, and analyzing data to determine root causes and identify appropriate resolutions.
• Research labor, transportation, material, and related costs associated with claims to support accurate claim evaluation and resolution.
• Process Return Goods Authorizations (RGAs) and ensure all required documentation and supporting information is accurate and complete.
• Generate reports, analyze trends, create pivot tables, and present findings to management to support continuous improvement initiatives.
• Collaborate with Customer Service, Quality, Operations, and Leadership teams to develop corrective actions, improve processes, and enhance customer satisfaction.

What you bring to the table: 

• Bachelor's degree in Business, Supply Chain, Quality, Operations, Finance, or a related field required.
• Strong analytical and investigative skills with the ability to evaluate data, identify root causes, and develop recommendations.
• Excellent organizational skills with the ability to manage multiple claims, projects, and priorities simultaneously.
• Strong problem-solving skills and the ability to proactively resolve customer and operational issues.
• Proficiency in Microsoft Excel, Word, and PowerPoint, including the ability to create pivot tables and analyze data.
• Strong written, verbal, and presentation skills with the ability to communicate effectively across all levels of the organization.
• Experience with ERP systems is preferred.

Supervisory Responsibilities: 

• None

Work Environment: Office/Standard Indoor Environment

Office/Standard Indoor Environment - This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The noise level in the work environment is usually moderate.

Physical Demands

• Regularly sit, stand, walk, and move between office, meeting, and manufacturing environments.
• Frequently use computers, spreadsheets, reporting systems, and office equipment to analyze claim data and prepare reports.
• Must possess sufficient vision, hearing, communication skills, and manual dexterity to review documentation, investigate claims, and communicate with customers and internal stakeholders.
• May occasionally visit production, warehouse, or shipping areas to support investigations and claim resolution activities.
• Ability to occasionally lift and carry files, reports, samples, and office materials.
• May be required to wear appropriate personal protective equipment (PPE) when entering manufacturing or warehouse environments.
• Must be capable of managing multiple priorities while maintaining accuracy, professionalism, and customer focus in a fast-paced business environment.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Travel Requirements

• Three to five times a year

Americans with Disabilities Act (ADA)

Valto, Inc is committed to providing equal employment opportunities to qualified individuals with disabilities. Consistent with the Americans with Disabilities Act (ADA), reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the position, unless doing so would impose an undue hardship on the Company. Employees and applicants who require accommodation should contact Human Resources. 

Illinois Positions Only (For positions located in Illinois):

Valto, Inc complies with the Americans with Disabilities Act (ADA), the ADA Amendments Act (ADAAA), and the Illinois Human Rights Act, and provides reasonable accommodations to qualified applicants and employees with disabilities as required by law.

Equal Employment Opportunity Statement

Valto, Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify job duties and responsibilities at any time based on business needs.

Nothing in this job description creates an employment contract, express or implied. Employment remains at will where permitted by applicable law.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.