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.
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.
How You'll Contribute:
Claims Management (All Claim Types):
Register, review, and resolve customer and partner claims across multiple categories, including logistics (loss, damage, delays), service quality and SLA breaches, billing/pricing/invoice disputes, product or order-related issues, and 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
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
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
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
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
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
What You'll Bring to Xometry:
English B2+
Italian and/or Spanish language skills
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
Experience in marketplaces, platforms, or B2B environments is a plus
Exposure to contracts, SLAs, or policy-driven decision-making is a plus
Experience working with ERP, CRM, or ticketing tools is a plus
Data literacy and basic reporting skills are a plus
Conditions and Benefits:
Remote work flexibility
Corporate Laptop
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
Corporate events and team-building activities
#Promoted
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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