Customer Claims & Quality Lead

Gentek Building Products; Cuyahoga Falls (OH); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Associated Materials Innovations in Ohio is seeking a Customer Claims Manager to lead end-to-end product quality claims and drive improvements. You will guide a team of 5–8, partnering with Manufacturing, Quality, Sales and Service to reduce defects and warranty costs.

Responsibilities include establishing service levels, performing root-cause analysis, and reporting to leadership. Strong Excel, Salesforce, CRM, and KPI-driven mindset are essential to succeed in this role.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of customer service, claims, warranty, manufacturing, quality, or related experience.
• 3+ years of leadership experience managing teams.
• Experience with Salesforce, CRM systems, and order management platforms.
• Advanced problem-solving, conflict resolution, and decision-making abilities.
• Intermediate to advanced Excel and reporting skills.
• Ability to interpret product specifications, installation requirements, and quality standards.
• Experience leading KPI-driven process improvement initiatives.

Responsibilities

• Lead, coach, and develop a team of 5-8 customer claims personnel.
• Establish service level expectations, performance goals, and accountability standards.
• Oversee initial quality claims during the first year after installation.
• Coordinate remake orders and field service activities to ensure timely resolution.
• Perform root cause analysis on claim trends and recurring issues.
• Partner with Manufacturing, Engineering, Quality, Sales, Supply Centers, Customer Service, and Warranty teams to implement corrective actions.
• Monitor and improve KPIs including claim cycle time, first-time resolution, customer satisfaction, remake volume, and quality-related costs.
• Analyze customer feedback and claims data to identify improvement opportunities.
• Provide regular reporting and recommendations to leadership.
• Support manufacturing plants through site visits and continuous improvement activities.

Skills

Leadership

Customer service

Problem solving

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

CRM systems

Order management platforms

Job description

Associated Materials Innovations in Ohio is seeking a Customer Claims Manager to lead end-to-end product quality claims and drive improvements. You will guide a team of 5–8, partnering with Manufacturing, Quality, Sales and Service to reduce defects and warranty costs.

Responsibilities include establishing service levels, performing root-cause analysis, and reporting to leadership. Strong Excel, Salesforce, CRM, and KPI-driven mindset are essential to succeed in this role.