National Safety Apparel · 2 months ago
Customer Service Claims Specialist
Cleveland, OH
Full-time
Onsite
Entry Level
1+ years expNational Safety Apparel is committed to delivering a best-in-class customer-centric experience. The Customer Service Claims Specialist will handle claims and returns, ensuring accurate processing and professional communication with customers and internal teams.
ApparelFashionLifestyleRetail
Responsibilities
Deliver a best-in-class, customer-centric experience with every customer interaction across every channel (calls, emails, chat, text)
Communicate clearly and professionally in both verbal and written formats
Demonstrate a positive, empathetic, and professional demeanor toward all customers and colleagues
Maintain ownership of all assigned cases through full resolution, ensuring a one-touch experience whenever possible
Accurately process RMA requests, credits, replacements, and adjustments in ERP and CRM systems according to company policy
Validate claim details, including original order, shipment, and inspection records, to ensure complete and accurate resolution
Follow all established workflows and work instructions to ensure consistency and compliance
Meet or exceed Customer Experience performance metrics, including SLA compliance, response time, quality, and order accuracy
Collaborate with Quality, Production, and Shipping to verify root cause and coordinate appropriate corrective action (e.g., repair, remake, or credit)
Maintain accurate documentation, including case notes, RMA logs, return authorizations, photos, and investigation summaries
Communicate clearly and professionally with internal teams to ensure customer needs are met in full and on time
Escalate complex or unresolved cases promptly to the Lead or Manager, Customer Experience, for support
Identify recurring issues or trends and escalate to Quality or the Manager, Customer Experience, for analysis
Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers
Understand and effectively use applicable technology as required by the business, including ERP, Salesforce and Microsoft Outlook
Qualification
Required
High school diploma or Equivalent
Deliver a best-in-class, customer-centric experience with every customer interaction across every channel (calls, emails, chat, text)
Communicate clearly and professionally in both verbal and written formats
Demonstrate a positive, empathetic, and professional demeanor toward all customers and colleagues
Maintain ownership of all assigned cases through full resolution, ensuring a one-touch experience whenever possible
Accurately process RMA requests, credits, replacements, and adjustments in ERP and CRM systems according to company policy
Validate claim details, including original order, shipment, and inspection records, to ensure complete and accurate resolution
Follow all established workflows and work instructions to ensure consistency and compliance
Meet or exceed Customer Experience performance metrics, including SLA compliance, response time, quality, and order accuracy
Collaborate with Quality, Production, and Shipping to verify root cause and coordinate appropriate corrective action (e.g., repair, remake, or credit)
Maintain accurate documentation, including case notes, RMA logs, return authorizations, photos, and investigation summaries
Communicate clearly and professionally with internal teams to ensure customer needs are met in full and on time
Escalate complex or unresolved cases promptly to the Lead or Manager, Customer Experience, for support
Identify recurring issues or trends and escalate to Quality or the Manager, Customer Experience, for analysis
Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers
Understand and effectively use applicable technology as required by the business, including ERP, Salesforce and Microsoft Outlook
Preferred
Associate's Degree or higher preferred, but not required
1-3+ year(s) customer service experience preferred
Intermediate or higher skill level in Microsoft Outlook, Excel, and Word
Experience in business software – ERP, order entry software, CRM preferably Salesforce
Company
National Safety Apparel
National Safety Apparel is an apparel and fashion company specializing in protective apparel for industry workers.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-05-21Acquired
Leadership Team
Jay P. Bhatt, Global Business Strategy
Chief Financial Officer
Sal Geraci
Chief Operating Officer (COO)
Recent News
peprofessional.com
2025-10-25
Mergers & Acquisitions
2025-10-24
Company data provided by crunchbase