Specialist, Customer Claims Handling

Danfoss; Cleveland (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

Danfoss is seeking a Customer Claims Handling Specialist to manage assigned complaints from intake to closure. You will confirm issues, classify risk, coordinate with engineering and field teams, and produce formal responses such as 8D reports.

You will ensure the right technical owners are engaged and that commitments are tracked and communicated. The role emphasizes strong documentation, excellent business writing, and proficiency with CRM/ERP systems.

Qualifications

• Knowledge of 8D, containment, root-cause analysis, corrective action and CAPA concepts.
• Ability to understand drawings, specifications, test results, failure descriptions, and technical reports to coordinate and communicate accurately.
• Strong business writing, documentation and presentation skills.
• Proficiency with complaint-management systems, CRM/ERP applications, spreadsheets, dashboards, and standard office tools.
• Working knowledge of applicable QMS requirements, customer-specific requirements, and document-control expectations.

Responsibilities

• Claim Intake: Receive, document, and acknowledge customer complaints; confirm affected product, part number, serial or lot information, quantity, failure mode, location, operating conditions, timing, and requested response.
• Validation and Classification: Determine whether the issue meets claim criteria, apply the appropriate issue and severity classification, and elevate potential safety, regulatory, line-down, repeat, or strategic-customer concerns.
• Case Ownership: Open and maintain the official claim record; establish due dates, response milestones, owners, communication cadence, and closure criteria.
• Team Coordination: Engage Site Quality for containment and root-cause work, FSE for onsite evidence and technical field support, Engineering for design or application input, and commercial functions for customer-account considerations.
• Customer Communication: Provide timely acknowledgment, interim updates, evidence requests, containment status, formal responses, and closure communication using approved channels and language.

Skills

8D knowledge

Containment

Root-cause analysis

Corrective action

CAPA concepts

Tools

CRM/ERP

Spreadsheets

Dashboards

Office tools

Job description

The Impact You'll Make

The Customer Claims Handling Specialist is the customer-facing case owner for assigned complaints and claims. The role manages each case from intake through customer closure by confirming the issue, classifying risk, coordinating the response team, maintaining the official claim record, communicating status, and compiling formal responses such as 8D reports.

The CCH Specialist ensures the right technical owner is engaged and that commitments are visible and followed. The role does not independently determine technical root cause, approve product disposition, implement site corrective action, authorize design or manufacturing changes, or make commercial settlement commitments.

What You’ll Be Doing

• Claim Intake: Receive, document, and acknowledge customer complaints; confirm affected product, part number, serial or lot information, quantity, failure mode, location, operating conditions, timing, and requested response.
• Validation and Classification: Determine whether the issue meets claim criteria, apply the appropriate issue and severity classification, and elevate potential safety, regulatory, line-down, repeat, or strategic-customer concerns.
• Case Ownership: Open and maintain the official claim record; establish due dates, response milestones, owners, communication cadence, and closure criteria.
• Team Coordination: Engage Site Quality for containment and root-cause work, FSE for onsite evidence and technical field support, Engineering for design or application input, and commercial functions for customer-account considerations.
• Customer Communication: Provide timely acknowledgment, interim updates, evidence requests, containment status, formal responses, and closure communication using approved channels and language.

What We're Looking For

• Working knowledge of 8D, containment, root-cause analysis, corrective action, and CAPA concepts.
• Ability to understand drawings, specifications, test results, failure descriptions, and technical reports sufficiently to coordinate and communicate accurately.
• Strong business writing, documentation, and presentation skills.
• Proficiency with complaint-management systems, CRM/ERP applications, spreadsheets, dashboards, and standard office tools.
• Working knowledge of applicable QMS requirements, customer-specific requirements, and document-control expectations.

What You'll Get from Us

1. We promote from within and support your learning with mentoring, training, and access to global opportunities.
2. You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
3. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
4. You’ll receive benefits like annual bonus, paid vacation, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.

Ready to Make a Difference?

If this role excites you, we’d love to hear from you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.