Job Description
Supervise, train, and mentor a team of Returns & Claims Specialists.
Oversee the entire returns process, from customer request to final resolution (refund, replacement, repair).
Make sure that all filed claims were provided
Handle complex customer claims (damaged, defective, incorrect, or lost items) and ensure fair, timely resolutions.
Verify the condition and authenticity of returned items.
Monitor Payments: Track and ensure that all approved claims are successfully paid out.
Identify and implement improvements in returns/claims workflows for efficiency.
Monitor key performance indicators (KPIs) and generate reports on returns and claims trends.
Collaborate: Work closely with warehouse, technician & customer service.
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