Customer Service and Claims Specialist - Napa Home & Garden

About us:

Napa Home & Garden a dynamic home décor wholesaler with its headquarters in Duluth, GA, is searching for a driven, energetic team player to join our growing team. We provide sophisticated products for the home, selling to style-conscious retailers via a best-in-class shopping experience. Napa is well-recognized within the home décor industry, and is one in a family of highly regarded brands.

Job Purpose:

As a Customer Service and Claims Specialist, you will be responsible for providing exceptional customer service and efficiently handling claims processing for our clients. You will serve as the primary point of contact for customers seeking assistance with their claims, inquiries, or other related concerns. This role requires strong communication skills and attention to detail. This job description outlines the primary responsibilities and qualifications for the Customer Service and Claims Specialist position. The role plays a crucial part in ensuring customer satisfaction, maintaining operational efficiency, and upholding the integrity of the claims process within the organization. 

Duties and responsibilities

Customer Service:

• Serve as the first point of contact for customers via phone, email, or in-person interactions related to product or shipping issues
• Respond promptly and professionally to customer inquiries, concerns, and complaints regarding product manufacturing defects, breakage, and short shipments
• Provide accurate information about claims processes, timelines, and requirements to customers ie; request of photos
• Handle escalated customer issues with empathy, patience, and a focus on problem resolution.
• Serve as backup support for the customer service team, including order entry, assisting with inquiries, concerns, and other customer-related issues to ensure a seamless customer experience

Claims Processing:

• Receive and review claims documentation submitted by customers or sales rep
• Verify the validity of claims based on established guidelines and procedures.
• Communicate claim status updates to customers in a timely manner
• Coordinate with relevant departments to investigate the root cause, and facilitate the necessary actions, such as product replacement, credit, ensuring timely resolution and customer satisfaction.

Documentation and Recordkeeping:

• Maintain thorough and organized records of all customer interactions, claims transactions, and related documentation.
• Analyze data to identify trends related to product or packaging defects; communicate findings to appropriate departments

Continuous Improvement:

• Identify opportunities to streamline processes, improve efficiency, and enhance the overall customer experience.
• Provide feedback on existing procedures and suggest enhancements to management for consideration

Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Skills:

• Strong communication skills, both verbal and written
• Excellent interpersonal skills and the ability to interact with customers and colleagues in a courteous and effective manner.
• Detail-oriented with strong analytical and problem-solving abilities.
• Proficiency in using Microsoft office, specifically Excel for data entry and documentation
• Ability to multitask, prioritize workload, and work efficiently in a fast-paced environment.

Competencies:

• Positive Energy Level
• Customer Relationships
• Team Player
• Multitasking
• Independence
• Detail oriented
• Multi-task and prioritize responsibilities

Qualifications

• A high school diploma and/or equivalent experience
• 2-3 years experience in customer service, claims processing, or a related field required

Physical requirements

• Sitting, Standing, Walking
• Lifting: Raising or lowering an object from one level to another (includes upward pulling)
• Carrying, Pushing, Pulling boxes up to 25 lbs.
• Prolonged use of computer involved; use of hands and finger coordination; specific vision abilities required by this job include close vision, distance vision. Color vision, depth perception, and ability to adjust focus as needed.

The successful candidate must be able to pass a pre-employment background check and drug screening.