The Role
Manages customer product claims, returns, pricing adjustments, deductions, and quality inquiries. Investigates complaints, determines root causes, coordinates corrective actions with Sales, Shipping, Quality Control, Engineering, and Credit, and communicates resolutions to customers. Tracks freight claim materials and funds, reviews supporting records, and recommends improvements to products, packaging, shipping, service, and billing processes. Requires strong documentation, analytical, communication, multitasking, basic math, and customer interaction skills.
Summary Generated by Built In
Service Wire Company, a premier supplier of industrial and utility wire and cable, is currently seeking a Customer Quality and Claims Specialist in Culloden, WV. If you are looking to join a great organization and a chance to become a part of our growing team, this may be the opportunity for you!
Position Summary:
The Customer Quality and Claims Specialist supports internal and external customers by managing product claims, returns, and quality related inquiries. The role investigates issues, coordinates resolutions across departments, and ensures timely, accurate, and professional communication while recommending process improvements to prevent future claims.
Tasks/Duties/Responsibilities:
- Monitor and manage customer cases, proactively addressing delays
- Investigate and resolve product claims, pricing adjustments, and deductions in coordination with Sales, Shipping and Quality Control
- Analyze customer complaints to determine root cause, corrective actions, and preventive measures
- Communicate findings, resolutions, and recommendations to customers and internal stakeholders
- Manage freight claim by providing raw material scrap values and re-claimed materials while tracking the funds received
- Check records, such as bills, computer printouts, and related documents and correspondence, and converse or correspond with customer and other company personnel, such as sales, shipping, engineering, and credit, to obtain facts regarding customer complaint
- Notify customer and designated personnel of findings, adjustments, and recommendations, such as exchange of merchandise
- Recommend improvements in product, packaging, shipping methods, service, or billing processes to minimize future claims.
- Perform additional duties as assigned
Knowledge/Skills/Requirements:
- High school diploma or equivalent; 2-year degree preferred
- Strong research, documentation, and analytical skills
- Proficient with Microsoft Office
- Solid basic math skills
- Ability to multi-task, prioritize, and manage time effectively
- Strong written and oral communication skills
- Ability to effectively interact with internal and external customers
- Ability to travel from time to time (less than 10%)
- Familiarity with office equipment including printers, copiers, scanners etc.
Reports To:
- Quality Assurance Manager
The perks of joining our Team
- Comprehensive Insurance Options - Competitive medical coverage with a variety of plan choices
- Progressive PTO & Paid Holidays - Tenure-based paid time off plus eight paid holidays annually
- 401(k) with Company Match + Profit Sharing - Matching 5% on 6% of employee contributions and annual profit‑sharing contributions
- Career Growth & Learning Support - Tuition reimbursement and employee assistance programs
- Tuition reimbursement up to $15,000 - annually to support your continued education and career growth
- Referral Bonus Program - Employee referral bonuses paid out over the new hire's first year
- See all benefits we offer here
Skills Required
- High school diploma or equivalent
- 2-year degree
- Strong research, documentation, and analytical skills
- Proficiency with Microsoft Office
- Solid basic math skills
- Ability to multitask, prioritize, and manage time effectively
- Strong written and oral communication skills
- Ability to effectively interact with internal and external customers
- Ability to travel from time to time, less than 10%
- Familiarity with office equipment including printers, copiers, and scanners
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The Company
What We Do
Service Wire Company is a multi-generation, family-owned manufacturer of high-quality wire and cable products. Established in 1968, the company provides engineered solutions for industrial, commercial, utility, and pump applications. They are committed to producing American-made products and maintaining industry-leading service levels through a nationwide network of distributors and advanced distribution capabilities, ensuring they meet the complex needs of their customers across North America and globally.
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