[Hiring] Returns & Claims Associate @Xometry Europe

Role Description

We are looking for a detail-oriented Returns & Claims Associate to manage and resolve customer and partner claims across the business. This role covers a broad range of claim types, including logistics issues, service quality disputes, billing discrepancies, product-related claims, and contractual exceptions. The position plays a key role in ensuring fair, timely, and policy-compliant claim resolution, while maintaining high standards of communication, documentation, and continuous process improvement.

Key Responsibilities

• Claims Management (All Claim Types)
  • Register, review, and resolve customer and partner claims across multiple categories:
  • Logistics (loss, damage, delays)
  • Service quality and SLA breaches
  • Billing, pricing, and invoice disputes
  • Product or order-related issues
  • Contractual and exception-based claims
  • Validate claim eligibility based on internal policies, contracts, and business rules
  • Collect, review, and assess supporting documentation
  • Drive claims to resolution within defined SLAs
• Returns Management
  • Coordinate physical and non-physical returns where applicable
  • Validate return requests and approvals
  • Track return status and ensure accurate system updates
  • Align with warehouses, suppliers, and internal teams as required
• Internal & External Coordination
  • Act as a single point of contact for all claim-related topics
  • Collaborate closely with Logistics, Finance, Sales, Legal, and Production teams
  • Coordinate with external partners and vendors when needed
  • Escalate complex or high-risk claims in a structured and timely manner
• Financial & Data Accuracy
  • Ensure correct financial handling of claims, including credits, refunds, and reimbursements
  • Support Finance teams with reconciliations and audits
  • Maintain accurate and complete records in ERP and related systems
• Reporting & Continuous Improvement
  • Track and analyze claim volumes, root causes, resolution times, and outcomes
  • Identify recurring issues and propose preventive or corrective actions
  • Support process standardization, optimization, and automation initiatives
  • Contribute to the continuous improvement of policies and internal guidelines
• Customer & Partner Communication
  • Provide clear, timely, and professional updates on claim status and outcomes
  • Handle sensitive or escalated cases with a solution-oriented mindset
  • Balance customer satisfaction with contractual and business requirements

Qualifications

• Excellent English language skills (both written and spoken)
• 2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolution
• Strong analytical and problem-solving skills
• High attention to detail and a structured working style
• Ability to manage multiple claim types and priorities in parallel
• Clear written and verbal communication skills

Nice to Have

• Experience in marketplaces, platforms, or B2B environments
• Exposure to contracts, SLAs, or policy-driven decision-making
• Experience working with ERP, CRM, or ticketing tools
• Data literacy and basic reporting skills

Benefits

• Remote work flexibility
• Company-provided laptop and tools to set you up for success
• Language learning support – improve or learn new languages
• Collaborative and supportive team environment
• Professional growth and development opportunities, including training and skill enhancement
• Corporate events and team-building activities