Customer Quality and Claims Specialist

Service Wire; West Virginia; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Comprehensive Insurance Options

Progressive PTO & Paid Holidays

401(k) with Company Match + Profit Sh�

Career Growth & Learning Support

Tuition reimbursement up to $15,000

Referral Bonus Program

See all benefits

Job summary

Service Wire Company in Culloden, WV is seeking a Customer Quality and Claims Specialist to support customers by managing claims, returns, and quality inquiries, coordinating with Sales, Shipping and Quality Control. The role investigates issues, communicates findings to customers and internal teams, and recommends process improvements to prevent future claims.

Occasional travel (less than 10%) may be required.

Qualifications

• High school diploma or equivalent; a 2-year degree is preferred.
• Strong research, documentation, and analytical skills.
• Proficient with Microsoft Office; solid math abilities.
• Excellent written and verbal communication.
• Ability to travel up to 10%.

Responsibilities

• Monitor and manage customer cases and delays.
• Investigate and resolve product claims, pricing adjustments, and deductions.
• Analyze complaints to determine root cause and preventive actions.
• Communicate findings and recommendations to customers and internal teams.
• Manage freight claims and track funds.
• Review records and converse with customers and staff to verify facts.
• Notify customers of findings and adjustments.
• Recommend improvements to packaging, shipping, or billing processes.
• Perform additional duties as assigned.

Skills

Research and analytical skills

Time management

Communication skills

Multitasking

Customer interaction

Travel availability

Education

High school diploma or equivalent

2-year degree preferred

Tools

Microsoft Office

Job description

Service Wire Company, a premier supplier of industrial and utility wire and cable, is currently seeking a Customer Quality and Claims Specialist in Culloden, WV. If you are looking to join a great organization and a chance to become a part of our growing team, this may be the opportunity for you!

Position Summary:

The Customer Quality and Claims Specialist supports internal and external customers by managing product claims, returns, and quality related inquiries. The role investigates issues, coordinates resolutions across departments, and ensures timely, accurate, and professional communication while recommending process improvements to prevent future claims.

Tasks/Duties/Responsibilities:

• Monitor and manage customer cases, proactively addressing delays
• Investigate and resolve product claims, pricing adjustments, and deductions in coordination with Sales, Shipping and Quality Control
• Analyze customer complaints to determine root cause, corrective actions, and preventive measures
• Communicate findings, resolutions, and recommendations to customers and internal stakeholders
• Manage freight claim by providing raw material scrap values and re-claimed materials while tracking the funds received
• Check records, such as bills, computer printouts, and related documents and correspondence and converse or correspond with customer and other company personnel, such as sales, shipping, engineering, and credit, to obtain facts regarding customer complaint
• Notify customer and designated personnel of findings, adjustments, and recommendations, such as exchange of merchandise
• Recommend improvements in product, packaging, shipping methods, service, or billing processes to minimize future claims.
• Perform additional duties as assigned

Knowledge/Skills/Requirements:

• High school diploma or equivalent; 2-year degree preferred
• Strong research, documentation, and analytical skills
• Proficient with Microsoft Office
• Solid basic math skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong written and oral communication skills
• Ability to effectively interact with internal and external customers
• Ability to travel from time to time (less than 10%)
• Familiarity with office equipment including printers, copiers, scanners etc.

Reports To:

• Quality Assurance Manager

The perks of joining our Team

• Comprehensive Insurance Options - Competitive medical coverage with a variety of plan choices
• Progressive PTO & Paid Holidays - Tenure-based paid time off pluseight paid holidaysannually
• 401(k) with Company Match + Profit Sharing - Matching 5% on 6% of employee contributions and annual profit‑sharing contributions
• Career Growth & Learning Support - Tuition reimbursement and employee assistance programs
• Tuition reimbursement up to $15,000 - annually to support your continued education and career growth
• Referral Bonus Program - Employee referral bonuses paid out over the new hire's first year
• See all benefits we offer here