Returns & Claims Associate
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.
Role Overview
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
1. 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
2. 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
3. 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
4. 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
5. 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
6. 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
Required Qualifications
Languages
- Excellent English language skills (both written and spoken)
Background
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
Perks & 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
Language learning support - improve or learn new languages
Corporate events and team-building activities
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.
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