Customer Operations Claims Analyst

Job description

### BUILT ON FLAVOR. FUELED BY PEOPLE. What’s it like to work at Kinder’s? Well, there’s a lot of snacking and geeking out over what we all cooked over the weekend. Beyond that, there’s also plenty of hard work. Because we don’t just like flavor, we’re obsessed with it. With over 100 products sold nationwide, we’re now a top-five brand in multiple flavor categories at Costco, Walmart, Whole Foods, and more. We’re not your typical CPG company. Privately held and founder-led, we like to think of ourselves as a pirate ship in a sea of cruise ships. Our crew is adventurous and fearless. We chart our own course and chase big ideas to make food unforgettable. As we expand globally and approach $1 billion in revenue, we need more smart-and-scrappy, flavor-obsessed people to come aboard. If you’re looking for a place where you can see the real impact of your work... **this is it!** Every day, you’ll be part of a journey to add flavor to millions of meals and lives. ### Your Impact at Kinder's Kinder’s Operations team is looking for an analytical, solutions-driven team member to own the investigation and resolution of operational service issues. This person will act as both a detective and a problem-solver — validating customer complaints or charges, identifying the true root causes, and pushing toward resolution either through claim recovery or internal process improvement. ### Key Responsibilities Include: - Investigate service-related issues such as customer shorts, OTIF fines, late fees, missed appointments, spoilage, damages, and chargebacks. - Validate or challenge claims based on data and documentation. - File and manage disputes/claims and follow through to resolution, including collections if needed. - If the issue is valid, identify internal causes, and collaborate with cross-functional partners to address the root cause and prevent recurrence. - Track and report on trends in service issues to identify systemic problems and opportunities for improvement - Build strong working relationships across Supply Chain, Customer Service, Sales, and Finance to drive faster resolution and continuous improvement. ### Skills + Experience: - Capable of working alone or cross functionally to research and resolve discrepancies. - A critical thinker with a nose for digging into the why behind a problem. - Comfortable navigating ambiguity and conflicting information. - Obsessed with getting to resolution — whether through recovery or fixing what’s broken. - Accountable, detailed, and not afraid to challenge the status quo if it means getting to the truth. - Someone who thrives in a fast-paced, high-growth environment where every issue is a learning opportunity - Ability to create, document and refine process. - Minimum 3-5 years of experience in supply chain, customer operations, or logistics in the CPG industry. - Prior experience in and understanding of, deductions, chargebacks, OTIF disputes, or transportation claims. - Strong working knowledge of ERP systems, Excel or Google Sheets, and ideally experience with claim management tools - Demonstrated success in cross-functional problem solving and issue resolution. ### Succes In This Role Means: - Significant reduction in financial leakage from unresolved claims. - Faster turnaround time from issue identification to resolution - Fewer repeat issues due to improved processes and proactive collaboration. - A reputation as a go-to expert for uncovering root causes and recovering value. ### Location + Pay Transparency: This role will be located in our Walnut Creek, California office. The expected starting salary range for this role is $105,000- $115,000 per year. We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs. ### SEASONED FOR SUCCESS: - No two days here are the same. - We try to be good team members and good communicators, but we don’t live by hierarchy and structure – everyone is a difference maker here. - We make a lot of decisions in the face of incomplete information – our team embraces ambiguity and tries to make good decisions fast rather than great decisions slow. - We believe our job is to take smart risk, not to eliminate risk. - We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart. - We aren’t trying to be average – we want to do exceptional things, and we are willing to work hard to achieve them. ### BENEFITS THAT BRING MORE TO THE TABLE: We offer a range of total rewards that may include paid time off, 401k, bonus / incentive eligibility, equity grants, competitive health benefits, and other family-friendly benefits, including parental leave. Kinder’s benefits vary based on eligibility and can be reviewed in more detail during the interview process. ### OUR RECIPE FOR BALANCE: We believe great culture starts with people. We’re a people-first company built on connection, collaboration, and balance. Most of our work happens in the office to spark creativity and community, but we also offer flexibility so team members have the autonomy to work outside the office when needed to support their work-life balance and personal commitments. ### WHERE EVERY INGREDIENT MATTERS: Kinder's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need any accommodation during the application process or to perform these job requirements, please reach out to us at [careers@kinders.com](mailto:careers@kinders.com)