About the position
As a CEA focused on claims, you’ll be the go-to expert for investigating and resolving customer issues with care, accuracy, and urgency. You will investigate customer claims to determine fault and guide next steps in the claims process. This role involves handling 25–50+ inbound calls daily and responding to 50–100+ emails with professionalism and empathy. You will research shipping, product availability, and pricing inquiries, create and manage customer cases, ensuring timely and accurate resolution, and collaborate across departments to resolve both stated and implied customer needs. Additionally, you will manage orders and exceptions across the fulfillment chain.
Responsibilities
- Investigate customer claims to determine fault and guide next steps in the claims process
- Handle 25–50+ inbound calls daily
- Respond to 50–100+ emails with professionalism and empathy
- Research shipping, product availability, and pricing inquiries
- Create and manage customer cases, ensuring timely and accurate resolution
- Collaborate across departments to resolve both stated and implied customer needs
- Manage orders and exceptions across the fulfillment chain
Requirements
- 1+ year of product claims experience
- 2+ years in customer service (non-scripted, KPI-driven environment preferred)
- Experience with ERP order entry
- Proficiency in Microsoft Outlook, Word, and general computer skills
- Strong written communication skills
- High school diploma
Nice-to-haves
- Additional claims processing experience
- Familiarity with Microsoft Dynamics CRM
- High-volume inbound phone experience
- Microsoft Excel skills
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
