Senior Customer Care Claims & Recall Specialist

Wakefern Food Corp.; Edison (NJ); Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement plan with company 3

Paid time off and holidays

Job summary

Wakefern Food Corp. in Edison, NJ is seeking a Customer Care Claims Specialist to lead investigations of injuries, illnesses, product quality, and liability-related claims across stores and brands.

You will gather facts, collaborate with Risk Services and external partners, and provide timely, fair resolutions while protecting the company's interests. A Tier 4 escalation resource, you may provide weekend on-call support and coordinate recalls and customer communications to ensure professional,

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of experience in customer relations, claims management, risk services, quality assurance, or a related field.
• Experience managing escalated customer concerns and coordinating with cross-functional partners.

Responsibilities

• Serves as the primary liaison for customer injury, illness, product quality, and liability-related claims across channels.
• Investigates incidents and claims through direct engagement with customers, stores, and partners.
• Evaluates claims and determines appropriate resolution paths to minimize escalation.
• Collaborates with Risk Services and third-party managers on significant liability cases.
• Acts as Tier 4 escalation resource for Contact Center and supports recalls and communications.

Skills

Customer advocacy

Conflict resolution

De-escalation

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM systems

Job description

Wakefern Food Corp. in Edison, NJ is seeking a Customer Care Claims Specialist to lead investigations of injuries, illnesses, product quality, and liability-related claims across stores and brands.

You will gather facts, collaborate with Risk Services and external partners, and provide timely, fair resolutions while protecting the company's interests. A Tier 4 escalation resource, you may provide weekend on-call support and coordinate recalls and customer communications to ensure professional,