Claims Specialist - Quality & Returns

Smurfit Westrock; Texas; On-site; USD 55,000 - 76,000; Full time

Benefits offered by this job

Comprehensive training

Competitive salary

Global packaging company

Job summary

Smurfit Westrock is seeking a Claims Coordinator to be the first point of contact for quality issues, handling initiation, investigation, and resolution while maintaining strong customer relationships across mill sites in Texas and beyond.

The role collaborates with sales, mills, service, logistics, and accounting to manage claims, returns, third‑party recoveries, and SOX-compliant documentation. Requires a bachelor’s or 3+ years of customer service, Excel and SAP experience.

Qualifications

• Bachelor’s degree in business, supply chain, or related field, or 3+ years of customer service experience.
• Demonstrated customer focus and service orientation.
• Strong problem-solving and decision‑making skills; must be able to identify potential issues.
• Excellent professional verbal and written communication skills; ability to interact with all levels, including senior management.
• Excellent organizational skills and attention to detail.
• Ability to effectively multi‑task in a fast‑paced environment.
• In depth experience using MS Excel, including design and maintenance of spreadsheets with formulas and pivot tables.
• Motivated self‑starter with ability to work independently and cross‑functionally.
• Ability to conduct and manage training for customers and cross‑functional teams.
• Strong safety mindset.
• Must have experience with complex ERP systems; SAP preferred.
• Experience in the paper industry (paperboard, containerboard, printing, converting) a plus.

Responsibilities

• Process customer complaints and manage claim-related activities.
• Assess complaints to determine validity, credit due, and requirements for product return.
• Calculate claim values, assess severity and financial risk, and alert relevant teams as needed.
• Identify and assign responsible departments for claim investigation and approvals; gather root cause and corrective action.
• Manage product returns and recover losses from third party vendors.
• Create and maintain reports to manage claims and respond to inquiries from internal teams and customers.
• Provide prompt communication to customers and internal teams regarding claims.
• Monitor workflow of complaint and activity to ensure timely completion and follow-up.
• Lead or assist with process improvement initiatives.
• Ensure compliance with procedures and documentation accuracy, including Sarbanes-Oxley compliance.

Skills

Customer service

Problem solving

Communication

Organizational skills

Multi-tasking

MS Excel

SAP

ERP systems

Cross-functional teamwork

Training capability

Safety mindset

Education

Bachelor’s degree in business, supply chain, or related field

Tools

SAP

MS Excel

Job description

Smurfit Westrock is seeking a Claims Coordinator to be the first point of contact for quality issues, handling initiation, investigation, and resolution while maintaining strong customer relationships across mill sites in Texas and beyond.

The role collaborates with sales, mills, service, logistics, and accounting to manage claims, returns, third‑party recoveries, and SOX-compliant documentation. Requires a bachelor’s or 3+ years of customer service, Excel and SAP experience.