Customer Claims Processing Representative

Job Description

Job Description

Join the Pack at Pet Food Experts!

With a rich history spanning over 80 years, Pet Food Experts has evolved from a small family-run business into the nation's leading pet specialty distributor, proudly serving over 10,000 pet retail locations nationwide.

At Pet Food Experts (PFX) , we do more than distribute the best pet products—we fuel independent pet retailers with passion, expertise, and an unwavering commitment to community. And now, with unprecedented growth and an expanded national footprint, we’re stronger than ever, ready to serve more retailers, support more brands, and make an even bigger impact in the pet industry.

If you enjoy routine and familiarity in your day with a consistent work pace and strong attention to detail, this is the role for you. The ideal person for this role will produce high quality, precise work using established processes and procedures. The Claims Processing Representative will be responsible for accurately investigating claims, processing discrepancy credits, and interacting with business partners in a professional manner where the focus is on expedient and accurate completion of tasks.

Schedule: Monday-Friday, 8:30AM - 5:00PM. Hybrid Schedule, 3 days in office per week.

What You’ll Do

• Quickly, efficiently, and accurately investigate and process order discrepancies for retailers, vendors, and Pet Food Experts employees
• Facilitate the resolution of any reported discrepancies
• Research and resolve discrepancies by working with internal and external stakeholders
• Create, process, and close RGA’s (Return Goods Authorization) and Invoice credits
• Maintain a thorough understanding of Quality Control Initiatives and follow established processes and procedures to investigate and resolve discrepancies
• Share recalled product information as needed with retailers
• Keep all account notes up to date as related to claims processing
• Process Consumer returns for retail and vendor partners
• Maximize positive relationships through a shared commitment to provide a world class customer experience

What We’re Looking For

• Demonstrate problem solving, decision-making, and teamwork experience.
• Work in an environment where individuals take accountability of impact to the company’s performance
• Excellent planning, multitasking, communication, and organizational skills
• Work both autonomously and in a collaborative environment
• Professional telephone, email, and interpersonal etiquette
• Computer proficiency, Google Suite, and Excel experience
• Strong focus on repeatable, high quality results
• High School Diploma or equivalent
• Prior data entry experience a plus
• Prior experience with a CRM platform a plus
• Prior industry product knowledge a plus

The Perks of Being Part of the PFX Pack!

We know that happy, supported employees make the best teammates—so we’ve got you covered with some seriously great benefits!

• Full Benefits Package – Medical, dental, and vision to keep you feeling your best.
• Paid Parental Leave – Supporting you in every stage of life—furry babies and human ones!
• Pet Perks & Product Discounts – Treat your pets like royalty with exclusive savings.
• Hybrid Schedule – The best of both worlds—flexibility to work from home and collaborate in the office.
• Education Assistance Program – Invest in yourself, and we’ll help with the cost!

Pet Food Experts is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, citizenship, age, sex, gender identity, sexual orientation, marital status, disability, military status, or any protected characteristic.

All employment offers are contingent on passing a criminal background check.