Returns & Claims Associate

• Register, review, and resolve customer and partner claims across logistics, service quality, billing/pricing/invoice, product/order-related, contractual, and exception-based categories
• Validate claim eligibility based on internal policies, contracts, and business rules
• Collect, review, and assess supporting documentation
• Drive claims to resolution within defined SLAs
• Coordinate physical and non-physical returns, validate requests and approvals, track status, and update systems
• Align with warehouses, suppliers, internal teams, external partners, and vendors
• Act as the single point of contact for claim-related topics
• Collaborate with Logistics, Finance, Sales, Legal, and Production teams
• Escalate complex or high-risk claims
• Ensure correct financial handling of credits, refunds, and reimbursements
• Support reconciliations and audits
• Maintain accurate records in ERP and related systems
• Track and analyze claim volumes, root causes, resolution times, and outcomes
• Identify recurring issues and propose preventive or corrective actions
• Support process standardization, optimization, and automation initiatives
• Provide timely, professional updates on claim status and outcomes
• Handle sensitive or escalated cases while balancing customer satisfaction with contractual and business requirements

• English B2+
• Italian and/or Spanish language skills
• 2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolution
• Strong analytical and problem-solving skills
• High attention to detail and a structured working style
• Ability to manage multiple claim types and priorities in parallel
• Clear written and verbal communication skills
• Experience in marketplaces, platforms, or B2B environments is a plus
• Exposure to contracts, SLAs, or policy-driven decision-making is a plus
• Experience working with ERP, CRM, or ticketing tools is a plus
• Data literacy and basic reporting skills are a plus

• Remote work flexibility
• Corporate laptop
• Company-provided laptop and tools to set you up for success
• Language learning support – improve or learn new languages
• Collaborative and supportive team environment
• Professional growth and development opportunities, including training and skill enhancement
• Corporate events and team-building activities