CLAIMS

Position Summary

The Claims Specialist is responsible for delivering high-quality customer service by managing and resolving claims related to damaged or defective products. This role ensures timely resolution, accurate documentation, and effective coordination with internal teams and external partners to uphold Vanguard’s service standards.

Key Responsibilities

• Communicate with customers via phone and email regarding product damage or defect claims.
• Accurately enter and maintain claim details within the CRM system.
• Track, expedite, and follow up on replacement orders, repairs, parts, credits, and return authorizations (RAs).
• Investigate claims using internal systems and resources, including AS400 and company websites. 
• Collaborate with Plant Management, Quality Control, Operations, Shipping Managers, Repair Teams, and Supervisors to resolve complex or unresolved issues.
• Determine the most effective and cost-efficient resolution, inclusive of client needs, for damage or defects.
• Coordinate with freight carriers regarding guaranteed freight issues.
• Provide weekly claim status reports to sales representatives.
• Participate in weekly claims meetings with Plant managers, inspectors and quality team. 

Essential Skills and Qualifications

• Previous experience in furniture retail, manufacturing, or customer service preferred.
• Strong organizational, communication (phone and email), and interpersonal skills.
• Demonstrated customer service skills, including needs assessment, problem evaluation, and resolution.
• Proficiency in Microsoft Office applications, including Excel, with strong email follow up skills.