Returns & Claims Associate

Job description

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity. 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. **How You'll Contribute:** - **Claims Management (All Claim Types):** - Register, review, and resolve customer and partner claims across multiple categories, including logistics (loss, damage, delays), service quality and SLA breaches, billing/pricing/invoice disputes, product or order-related issues, and 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 **What You'll Bring to Xometry:** - **English B2+** - **Italian and/or Spanish** language skills - 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 - Experience in marketplaces, platforms, or B2B environments is a plus - Exposure to contracts, SLAs, or policy-driven decision-making is a plus - Experience working with ERP, CRM, or ticketing tools is a plus - Data literacy and basic reporting skills are a plus **Conditions and Benefits:** - Remote work flexibility - Corporate Laptop - 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 #LI-Remote #Promoted Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Please read our [privacy policy](https://xometry.eu/en/policy/) here.