Claims Specialist

Ardmore Home Design, Inc.; California; On-site; USD 50,000 - 75,000; Full time

Job summary

Ardmore Home Design in the United States is seeking a Claims Specialist to review and resolve claims related to damaged or missing products. You will work with Clients, Account Managers and Sales Reps, ensuring accurate records and timely communication.

The role emphasizes product knowledge, warranty information, cross-functional collaboration, and continuous improvement of claims processes to drive customer satisfaction and reduce root causes.

Qualifications

• 2+ years in claims or customer service in the furniture industry.
• Strong problem solving with options for resolution.
• Customer-first mindset with good business judgment.
• Ownership and accountability for results.
• Excellent verbal and written communication.
• Able to learn products and services quickly.
• Able to multitask, prioritize and manage time.
• Resilient under pressure in a fast-paced environment.

Responsibilities

• Review, analyze, and process incoming claims for damaged, defective, or missing products with accurate records.
• Verify supporting documentation and determine validity/root cause.
• Determine appropriate resolution (replacement, repair, credit, or denial) per guidelines.
• Provide clear, customer-centric explanations for outcomes and next steps.
• Follow up with Clients, Account Managers, and Sales Representatives clearly and professionally.
• Stay up-to-date on product knowledge and warranty information.
• Collaborate cross-functionally to resolve complex claims and identify root causes.
• Contribute to ongoing improvements of claims processes and documentation.

Skills

Customer service

Problem solving

Communication skills

Time management

Multitasking

Job description

Description

About the company

Ardmore Home Design (AHD), founded in 2008, is a privately owned, fast-paced, founder-led entrepreneurial company where we value people with strong skills to make our products and processes better every day. We design, sell, and distribute luxury home décor globally to interior designers and boutique/luxury retailers. The AHD family of wholesale brands includes Made Goods (flagship furniture made from unique materials), Pigeon & Poodle (home and bath accessories), Blue Pheasant (handcrafted tabletop products) and Burton James (luxury upholstered furniture)

About the Position

The Claims Specialist plays a key role with providing client claim support, resolves claims within standard operating procedures, provides quality customer service to our Clients, Account Managers, Sales Representatives and works closely with Quality Control to recognize & alert on trending issues and concerns. The ideal candidate will possess excellent communication skills, attention to detail, and a strong ability to problem-solve.

What you can do for us:

• Review, analyze, and process incoming claims related to damaged, defective, or missing products. Maintain accurate records and ensure timely updates in the claims management system
• Verify supporting documentation, including appropriate photos and details and included in order to determine the validity and root cause of the issue
• Determine an appropriate resolution, such as replacement, repair, credit, or denial, in accordance with company guidelines. Provide clear explanations for claims outcomes and next steps.
• Complete follow up communication with Clients, Account Managers, and Sales Representatives. Ensure that all communication is customer-centric, clear, and detail-oriented.
• Stay up-to-date on product knowledge, warranty information, and industry standards to effectively address resolution inquiries and concerns.
• Collaborate cross-functionally to resolve complex claims. Communicate product trends with appropriate partners to investigate further, ultimately leading to resolution of the root cause of the claim.
• Contribute to the ongoing improvement of claims processes and documentation standards.

What we can do for you:

• Play a pivotal role in our company’s transformation and continued growth
• Maintain work/life balance working for wholesale distribution business
• Align with a cash positive company that operates in the luxury market
• Training and career development opportunities
• 3 weeks paid time off and 7 paid holidays per year
• Up to 6% 401k employer contributions
• Amazing benefits and wellness programs

Requirements

Job Qualifications

• 2+ years of previous Claims or Customer Service experience preferably within the furniture industry
• Excellent problem solving skills with ability to analyze a situation and present resolution options.
• Customer-first mindset with sound business judgment
• Ownership mentality and accountability for results
• Excellent verbal and written communication skills, with focus on professionalism
• Ability to quickly learn and retain knowledge of products and services.
• Ability to multi-task, prioritize, and manage time effectively while maintaining a positive and professional attitude
• Resilient under pressure and adaptable in a fast-paced environment

Other Considerations:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.