Customer Service Ship Center Claims Representative-Remote

Staples is a retail company focused on helping customers and communities discover products, services, and solutions for working and learning. The Ship Center Claims Representative manages shipping claims end to end, investigates and resolves customer issues, and provides support to internal and external customers through phone and email. The role also documents claims, coordinates with carriers, identifies recurring issues, and recommends process improvements.

Responsibilities:

• Own and manage all shipping claim processes from initiation through resolution
• Provide exceptional customer service to internal and external customers through phone and email communications
• Proactively communicate claim status updates and next steps to customers
• Research, investigate, and resolve customer claims and shipping-related issues in a timely manner
• Track customer concerns from inception through resolution, ensuring complete ownership and accountability
• Act as a liaison between customers and shipping carriers to facilitate claim resolution
• Accurately document customer interactions, claim details, and resolutions within company systems
• Diagnose and categorize issues to identify root causes and determine appropriate resolution paths
• Escalate trends, recurring issues, or concerns that may negatively impact customer satisfaction
• Respond to customer and carrier inquiries while meeting established service level expectations
• Utilize Salesforce, Microsoft Outlook, Microsoft Word, carrier websites, and additional internal systems to research and resolve issues
• Participate in team meetings, cross-training opportunities, and process improvement initiatives
• Recommend system and process improvements that increase efficiency and enhance the customer experience
• Adapt to new technologies and tools that support operational excellence and customer satisfaction

Requirements:

• Strong customer service skills with the ability to handle challenging situations with professionalism and empathy
• Excellent verbal and written communication abilities
• Strong listening skills and the ability to ask probing questions to identify customer needs
• Ability to maintain composure and professionalism while managing multiple priorities
• Effective problem-solving and critical-thinking skills
• Strong organizational skills and attention to detail
• Ability to work independently while managing a high volume of customer inquiries and claims
• Commitment to providing proactive communication and timely follow-up
• Comfort navigating multiple systems and technology platforms simultaneously
• A customer-first mindset focused on delivering resolutions and exceeding expectations
• Minimum of 2 years of customer service experience within the past 5 years
• preferably in a customer support or claims-related environment
• High School Diploma or GED
• Previous work-from-home experience
• Demonstrated success in a customer service or contact center environment
• Experience managing customer claims, shipping inquiries, or carrier-related issues
• Familiarity with Salesforce or similar customer relationship management (CRM) systems