Customer Service Claims Representative

Staples Promotional Products

. Own and manage all shipping claim processes from initiation through resolution .

Posted 10/3/2026full-timeRemote • Massachusetts • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing shipping claims and providing exceptional customer service, with strong problem-solving abilities and effective communication skills. Proficient in utilizing CRM systems and technology platforms to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Customer Service ExperienceClaims ManagementSalesforce ProficiencyProblem-Solving SkillsEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims ResolutionIssue DiagnosisDocumentation AccuracyBasic Equipment TroubleshootingPC/Hardware Setup

Soft Skills

ProfessionalismEmpathyListening SkillsOrganizational SkillsAttention to Detail

Tools & Technologies

SalesforceMicrosoft OutlookMicrosoft WordCarrier Websites

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer SupportShipping ClaimsOperational ExcellenceCustomer SatisfactionProcess Improvement

About the role

Key responsibilities & impact

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

What you’ll need

Minimum of 2 years of customer service experience within the past 5 years, preferably in a customer support or claims-related environment
Designated distraction-free workspace/home office
High-speed internet connection
Ability to perform basic equipment troubleshooting and PC/hardware setup
Ability to work an 8-hour shift within operating hours of 9:00 a.m. to 8:00 p.m. EST, Monday through Friday
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
High School Diploma or GED is preferred
Previous work-from-home experience is preferred
Demonstrated success in a customer service or contact center environment is preferred
Experience managing customer claims, shipping inquiries, or carrier-related issues is preferred
Familiarity with Salesforce or similar CRM systems is preferred

Benefits

Comp & perks

Generous amount of paid time off, including one Floating Holiday each year
Flexible work arrangements, including flexible work hours and remote
401(k) plan with company match
Medical, dental, vision, life and disability insurance
Optional benefits
Associate store discount
Discounts on mobile plans and movie tickets