Returns & Claims Associate

Returns & Claims AssociateGeorgiaXometry 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.Role OverviewWe 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 Responsibilities1.

Claims Management (All Claim Types)Register, review, and resolve customer and partner claims across multiple categories:Logistics (loss, damage, delays)Service quality and SLA breachesBilling, pricing, and invoice disputesProduct or order-related issuesContractual and exception-based claimsValidate claim eligibility based on internal policies, contracts, and business rulesCollect, review, and assess supporting documentationDrive claims to resolution within defined SLAs2. Returns ManagementCoordinate physical and non-physical returns where applicableValidate return requests and approvalsTrack return status and ensure accurate system updatesAlign with warehouses, suppliers, and internal teams as required3. Internal & External CoordinationAct as a single point of contact for all claim-related topicsCollaborate closely with Logistics, Finance, Sales, Legal, and Production teamsCoordinate with external partners and vendors when neededEscalate complex or high-risk claims in a structured and timely manner4.

Financial & Data AccuracyEnsure correct financial handling of claims, including credits, refunds, and reimbursementsSupport Finance teams with reconciliations and auditsMaintain accurate and complete records in ERP and related systems5. Reporting & Continuous ImprovementTrack and analyze claim volumes, root causes, resolution times, and outcomesIdentify recurring issues and propose preventive or corrective actionsSupport process standardization, optimization, and automation initiativesContribute to the continuous improvement of policies and internal guidelines6. Customer & Partner CommunicationProvide clear, timely, and professional updates on claim status and outcomesHandle sensitive or escalated cases with a solution-oriented mindsetBalance customer satisfaction with contractual and business requirementsRequired QualificationsExcellent English language skills (both written and spoken)2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolutionStrong analytical and problem-solving skillsHigh attention to detail and a structured working styleAbility to manage multiple claim types and priorities in parallelClear written and verbal communication skillsNice to HaveExperience in marketplaces, platforms, or B2B environmentsExposure to contracts, SLAs, or policy-driven decision-makingExperience working with ERP, CRM, or ticketing toolsData literacy and basic reporting skillsPerks & BenefitsRemote work flexibilityCompany-provided laptop and tools to set you up for successLanguage learning support – improve or learn new languagesCollaborative and supportive team environmentProfessional growth and development opportunities, including training and skill enhancementCorporate events and team-building activitiesXometry is an equal opportunity employer.

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