Claims Supervisor

Insight Global (United States); Irving (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

Insight Global is seeking a leader to train and supervise a team of Customer Claim and Logistics Claim Specialists. You will manage workload, escalation, and end-to-end claim processes for defective, damaged, and discrepancy cases, plus oversee returns, serialization, and aging RMAs. Strong SAP/WMS and Excel skills, and Korean language are valued.

Qualifications

• Bachelor’s Degree in Business, Supply Chain, or equivalent experience.
• Minimum 5 years of Customer Support or Reverse Logistics.
• Advanced Microsoft Excel skills (Pivot tables, VLOOKUP, formulas).
• Experience with SAP and WMS or similar systems.
• Korean language proficiency.

Responsibilities

• Train and supervise a group of Customer Claim Specialists & Logistics Claim Specialist.
• Manage daily workload allocation, coverage and backlog prioritization by aging and dollar value.
• Serve as the first escalation point (Tier 2) for the team on disputed, high-value and aged cases.
• Lead end-to-end customer claim process for Defective, Damaged in Transit, and Discrepancy claims.
• Own execution of the parts return lifecycle: Return Authorization, receipt, inspection, disposition and closure.
• Ensure accurate serialization tracking and inspection on returned parts.
• Oversee aging RMAs and ensure closure before aging flags occur.
• Monitor warranty and return-window timelines.

Skills

Customer Support

Reverse Logistics

Analytical Skills

Attention to detail

Communication

Education

Bachelor's Degree in Business or Supply Chain

Tools

SAP

WMS

Excel

Order Management

Job description

Job Description

• Train and supervise a group of Customer Claim Specialists & Logistics Claim Specialist
• Manage Daily workload allocation, coverage and backlog prioritization by aging anddollar value
• Serve as the first escalation point (Tier 2) for the team on disputed, high-value and agedcases

• Lead and manage the end-to-end customer claim process for various claim reasonso Defectiveo PNN (Parts not needed)o DIT (Damaged in Transit)o Discrepancy (Part / Qty)
• Own execution of the parts return lifecycle: Return Authorization, receipt, inspection,disposition and closure
• Ensure accurate serialization tracking and cosmetic / function inspection on returnedparts
• Oversea overall aging RMAs and ensure their closure before getting flagged due to aging
• Monitor and enforce warranty and return-window timeline

• Manage all logistics related claimso Inbound DIT (Damaged in Transit) Claimo Outbound DIT Claimo Quantity Discrepancy (Parts, Qty)o Warehouse Damage / Lost Claim
• Ensure all logistics related claims are submitted / settled in timely manner

• Own team KPIs; return processing cycle time, aged / unreceived RMA volume,disposition accuracy and recovery rate
• Share RMA reports with leadership as needed
• Maintain and improve claim related SOPs, documentation standards, and audit trails
• Support internal, customer & vendor audits with reports / data as needed
• Maintain tracker for each claim type and provide weekly report to leadership

• Partner with Order Management team to ensure they have clear, accurate resolutiondetails for customer- facing communication
• Work with 3PL (Warehouse Operation) on receiving and inspection performance againstagreed service levels
• Interface with carriers on escalations
• Collaborate with warehouse / Inventory team to ensure damaged / returned inventoryis properly managed

Skills and Requirements

• Bachelor’s Degree in Business, Supply Chain, or equivalent experience
• Minimum 5 years of Customer Support, Reverse Logistics
• Excellent quantitative and analytical skills, with high attention to detail and accuracy
• Experience with SAP and WMS, or similar business systems and/or sales ordermanagement software applications
• Advanced experience in Microsoft Excel (Pivot tables, Vlookups, Formulas, etc.) andother Microsoft Office products
• Experience in advanced Excel proficiency
• Experience in High tech, Telecom, or Consumer Electronics industry
• Bilingual in Korean

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].