Claims Analyst

The Claims, Returns & Reconciliation Analyst is responsible for reviewing, analyzing, and resolving product claims and some returns while supporting related account reconciliation and financial activities. This position serves as a key point of contact between Customer Service, customers, internal departments, and other business partners to ensure claims and returns are handled accurately, efficiently, and in accordance with company policies. This dual role supports accounting data functions such as resale certificate validation and maintenance, payment/returns reconciliation, and other duties as needed.

The ideal candidate has strong product claims experience, excellent analytical and communication skills, and the ability to work with large sets of data to identify discrepancies, trends, and opportunities for improvement. Experience with in the textile industry and familiarity with account reconciliation are preferred.

Work Hours:8am-5pm, Monday-Friday with option to work remotely 2 days per week (in accordance with company policy) once proficiency milestones are met.

Claims Processing

• Field incoming claims via phone and email; respond promptly and professionally to customers and internal partners.
• Review submitted claim information for completeness and accuracy; request additional information (photos, documentation, order/shipment details) when needed to complete the investigation.
• Research product, order, shipment, customer, and financial information associated with claims and returns, across multiple divisions and their respective product lines and systems.
• Analyze both product claims (defects, quality issues) and freight claims (carrier damage, shortages, shipping discrepancies) to determine validity and appropriate resolution.
• Collaborate with technical team to make the determination on whether a claim is valid based on investigation findings and company policy.
• Enter replacement orders, credit memos, and Return Authorizations (RAs) in the appropriate order/claims system when a claim is approved.
• Log all claims, resolutions, and supporting details on the appropriate tracking spreadsheet(s) in a timely, accurate manner.
• Escalate unusual, high-value, or recurring claims and discrepancies to technical team & management when necessary.
• Communicate claim status and resolution clearly and professionally with customers, sales reps, Customer Service, scheduling, manufacturing, and technical teams as needed to investigate and resolve claims.
• Coordinate with manufacturing and technical staff on claims requiring product/defect diagnosis.
• Coordinate with scheduling on replacement order timing and delivery expectations.
• Assist with account reconciliation activities related to claims, returns, credits, deductions, and other customer account discrepancies for specific accounts and as needed.
• Research discrepancies between claims, credits, invoices, returns, and customer account activity.
• Maintain and validate customer resale certificates, ensuring accuracy and compliance with company and state requirements.
• Utilize advanced Microsoft Excel functions to organize, analyze, reconcile, and report claims and returns data.
• Create and maintain spreadsheets and reports tracking claim volume, return activity, financial impact, resolution status, and trends across divisions.
• Maintain confidentiality and accuracy when working with customer, product, and financial information.
• Provide additional analytical and administrative support related to claims, returns, and account reconciliation as needed.

Required

• College level education or equivalent experience.
• Hands-on experience entering transactions (orders, credit memos, RAs) in an ERP, order management, or claims management system.
• Excellent written and verbal communication skills (incl. phone and email intake).
• Strong analytical and problem-solving abilities.
• Ability to analyze, interpret, and organize sets of data and draw meaningful conclusions.
• Proficiency with Microsoft Office 365.
• Advanced Microsoft Excel skills, including formulas, lookups, Pivot Tables, filtering, sorting, data validation, and large data sets.
• Strong attention to detail with a high level of accuracy.
• Ability to manage multiple priorities and deadlines across several divisions/channels.
• Strong organizational and documentation skills.
• Ability to work independently while collaborating effectively across departments.

• Previous experience within the textile, fabric, flooring, manufacturing, or related…