Home-Based Claims/Resolutions Representative

. Manage and investigate incoming customer claims related to promotional product orders .

Posted 9/25/2026full-timeRemote • PhilippinesJuniorMid-Level💰 ₱35,000 - ₱40,000 per monthWebsite

Tools & technologies

ERP

Key responsibilities & impact

Manage and investigate incoming customer claims related to promotional product orders
Review incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, and billing concerns
Collaborate with Production, Art, Sales, Shipping, and Customer Service departments
Identify claim root causes and determine appropriate resolutions
Communicate investigation updates, findings, and resolution options to customers
Coordinate and process reprints, credits, refunds, replacements, and discounts
Ensure resolutions align with company guidelines and authorization levels
Maintain accurate documentation of claims, outcomes, communications, and resolution actions
Assist with trend reports and process improvement initiatives
Identify recurring issues and escalate them to the Claims Manager
Help improve product quality, vendor accountability, and fulfillment accuracy

What you’ll need

High school diploma or GED required
2 years of experience in customer service, claims resolution, or order investigation
Strong verbal and written English communication skills
Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
Comfortable navigating order management, ERP, and CRM platforms
Proficient in Microsoft Office (Word, Excel, Outlook) and Google Workspace
Familiarity with promotional products lifecycle and customization methods, including screen printing, embroidery, and pad printing
Experience working with vendors, decorators, and fulfillment partners
Strong analytical and investigative skills
Ability to handle sensitive situations with professionalism and empathy
Ability to manage multiple claims simultaneously in a fast-paced environment

Comp & perks