Claims Specialist

Company:
Maddox Industrial Transformer

Your primary responsibility will be investigating and resolving warranty claims and return requests. You will serve as the primary point of contact throughout the claims process while gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims.

Success in this role requires strong judgment, attention to detail, and the ability to navigate difficult conversations while maintaining positive customer relationships.

Maddox is the nation’s leading provider of electrical transformers to the commercial and industrial market, with primary locations in South Carolina, Washington State, Texas, Idaho, and Ohio. We have been recognized by Inc. Magazine as one of the fastest‑growing companies in America for the past 8 years and counting. Maddox was founded on Christian values, and we are serious about investing in the people, processes, and culture that make this a great place to work.

• You enjoy solving complex problems and uncovering the facts needed to make sound decisions.
• You are comfortable making decisions in situations where information may be incomplete or conflicting.
• You can remain calm, professional, and confident during difficult conversations.
• You understand that great customer service does not always mean saying "yes." You are comfortable making decisions that customers may not agree with when those decisions are fair, justified, and in the best interests of Maddox.
• You exercise good judgment and can independently evaluate situations, weigh competing factors, and determine appropriate resolutions.
• You are resourceful and creative when developing solutions that balance customer satisfaction with business objectives.
• You maintain composure under pressure and do not shy away from conflict when it needs to be addressed.
• You can confidently explain and defend your decisions while maintaining positive working relationships.
• You are highly organized and able to manage multiple active claims without losing attention to detail.
• You take ownership of problems and follow them through to resolution.
• You have strong attention to detail and can identify inconsistencies, missing information, or potential risks.
• You know when to make decisions independently and when to seek additional input or escalation.

• Prior experience in claims processing, investigations, dispute resolution, military service, law enforcement, account/project management, team leadership, or similar roles requiring independent judgment and decision-making.
• Experience handling escalated customer situations, complaints, disputes, or conflict resolution.
• Experience evaluating facts, policies, procedures, or evidence to make recommendations or decisions.
• Excellent written communication skills; must manage a high volume of email communication and clearly explain decisions, expectations, and next steps.
• Proficient with basic computer software (G‑Suite, Email, CRM, ERP).

• Full‑time. The schedule is generally 7:00 AM - 4:00 PM.
• Drug‑free workplace.

• Pay range: wages + bonus.
• Comprehensive full‑time benefits package averaging $20,000+ per year (varies by age, family size, and eligibility), including:
• Health and wellness benefits (insurance or cash‑in‑lieu options).
• Paid maternity and paternity leave.
• 401(k) with 100% match up to 8% of wages.
• Paid holidays, PTO, and family‑life gifts.
• Vision, dental, disability, life insurance, and other voluntary benefits.

Annual salary range: $88,000 – $96,000 USD.