Claims Specialist

Company Description

Vanguard Furniture is a family‑held home furnishings company with over 40 years of experience creating custom‑crafted furniture, evolving from a single velvet chair to a broad range of design possibilities. The company employs more than 600 associates across three manufacturing facilities in Hickory, North Carolina, a 40,000‑square‑foot showroom in High Point, North Carolina, and manufacturing locations in Hillsville, Virginia and Morganton, NC.

Vanguard’s mission is to be the industry’s most customer‑centric company, delivering unparalleled product, quality and service with a vision to enrich lives through thoughtfully designed, high‑quality products. As a founding member of the Sustainable Furniture Council, the company prioritizes environmental responsibility, recycling 95% of post‑manufacturing waste and a variety of materials.

The Claims Specialist is a full‑time, on‑site role based in Conover, NC. This role is responsible for managing and processing claims related to product damage, defects, freight issues, and warranty concerns, ensuring fair and timely resolution for customers and partners. Daily tasks include reviewing claim documentation, analyzing photos and reports, verifying coverage and eligibility, and coordinating with internal teams such as customer service, production, logistics, and quality control.

The Claims Specialist will communicate with retailers, vendors, and other stakeholders to gather information, provide updates, and clarify decisions, while maintaining accurate records in claims systems and preparing summaries or reports as needed. The role also involves identifying patterns in claims, suggesting process improvements, and supporting training or documentation efforts to reduce recurring issues and enhance customer satisfaction.

• Communicate with customers via phone and email regarding product damage or defect claims.
• Accurately enter and maintain claim details within the CRM system.
• Track, expedite, and follow up on replacement orders, repairs, parts, credits, and return authorizations (RAs).
• Investigate claims using internal systems and resources, including AS400 and company websites.
• Collaborate with Plant Management, Quality Control, Operations, Shipping Managers, Repair Teams, and Supervisors to resolve complex or unresolved issues.
• Determine the most effective and cost‑efficient resolution, inclusive of client needs, for damage or defects.
• Coordinate with freight carriers regarding guaranteed freight issues.
• Provide weekly claim status reports to sales representatives.
• Participate in weekly claims meetings with Plant managers, inspectors and quality team.

• Previous experience in furniture retail, manufacturing, or customer service preferred.
• Strong organizational, communication (phone and email), and interpersonal skills.
• Demonstrated customer service skills, including needs assessment, problem evaluation, and resolution.
• Proficiency in Microsoft Office applications, including Excel, with strong email follow up skills.