This is a hybrid role. Candidates must be able to come to our office location in Mount Laurel, NJ for in-office days. Reports To: Claims Supervisor Position Summary The Corporate Claims Representative serves as a critical liaison between dealers, customers, manufacturing facility representatives, and internal departments. This role is responsible for the end-to-end management, investigation, and resolution of claims and back charges. The successful candidate ensures all inquiries progress according to established service levels while transforming the customer experience into a competitive advantage. As a trusted, go-to solutions provider, you will navigate complex operational and warranty issues, balancing empathy for customer urgency with adherence to corporate processes. Essential Job Duties and Responsibilities Claim Management & Investigation • Address and manage high-priority dealer escalations, aligning response urgency with dealer and end-customer needs. • Receive, validate, and track incoming claims inquiries through internal systems to accurately pinpoint root causes. • Conduct thorough initial investigations to determine claim validity and assign financial or operational responsibility for manual claims. • Focus on delivering rapid interim solutions to ensure dealers and customers can maintain normal operations while permanent claims are resolved. Communication & Conflict Resolution • Maintain proactive, assertive, and professional communication with facility leads, dealer partners, and internal cross-functional teams. • Provide transparent status updates to dealers and customers for complex claims that sit outside the standard portal process. • Monitor established Service Level Agreements (SLAs) and proactively escalate highly complex issues to the Corporate Claims Manager. • Negotiate effective, mutually beneficial resolutions when rigid "yes/no" answers are not viable, balancing flexibility with established Teknion policies. Administrative, Financial & Departmental Integration • Review, investigate, and route back charges for executive approval within strict, established timeframes. • Partner regularly with Specials, Engineering, Finance, and Order Entry departments to facilitate comprehensive resolutions. • Process and oversee replacement orders, coordinate delivery schedules, process chargeable claims, request financial credits, and investigate extension requests. Professional Development & Team Contribution • Master internal systems (including the Tekcare Claims Portal) to provide technical support and training to dealer users. • Maintain up-to-date knowledge of product lines, manufacturing processes, and marketing updates by attending product launches and facility reviews. • Participate in cross-training initiatives and provide reliable backup support for team members to foster a cooperative department culture. • Prompt, reliable and regular attendance. • Other duties as assigned. Experience, Skill and Educational Requirements • High School Diploma/GED required; Post-secondary education or 2–4 years of related experience in claims, account management, or customer operations is preferred. • Prior customer service experience is required, ideally within the contract furniture industry. • Exceptional written and verbal communication skills, with the ability to maintain professionalism under pressure. • Strong diplomatic and negotiation skills to balance the needs of Dealers, Customers, and Internal Facility Representatives. • Superior multitasking abilities with a proven track record of managing competing priorities in a fast-paced environment. • Strong computer skills; familiarity with ERP/CRM systems and the ability to quickly master the Tekcare Claims Portal. • Strong common sense and analytical decision-making capabilities regarding product logistics, delivery, and storage liabilities.