Supervisor, Claims

Overview

A remote opportunity exists for a Claims Supervisor to lead the day-to-day operations and performance of the Claims team.

This role ensures customer deductions, open credits, unapplied cash, and other customer account discrepancies are researched and resolved accurately and timely. The supervisor partners with Customer Service, Sales, Trade Operations, Credit & Collections, Cash Application, and other cross-functional teams to drive timely resolution, identify root causes, and implement sustainable solutions that reduce recurring customer issues.

This position reports to the Claims Manager and supports execution of the overall claims and deduction management strategy while improving operational efficiency, financial accuracy, and working capital outcomes.

Responsibilities

Team Leadership & Daily Operations

• Provide direct supervision, coaching, mentoring, and day-to-day guidance to five Claims team members.
• Manage daily activities, priorities, workload distribution, and coverage to ensure timely and accurate completion of claims and account-resolution activities.
• Establish clear expectations for ownership, follow-up, documentation, productivity, and timely resolution of assigned customer issues.
• Monitor individual and team performance, including claims aging, open items, resolution cycle times, quality, and other operational metrics.
• Conduct regular team and individual meetings to review priorities, performance, outstanding issues, and employee development opportunities.
• Serve as a point of escalation for team members and provide guidance on complex customer issues and appropriate resolution paths.
• Identify training needs and develop team capabilities through ongoing feedback, knowledge sharing, and practical coaching.

Claims & Deduction Management

• Oversee timely research and resolution of customer deductions, open credits, unapplied cash, short payments, and other customer account discrepancies.
• Ensure valid deductions and credits are processed and applied promptly; dispute and recover invalid deductions when appropriate.
• Review aged, high-value, recurring, or complex items to confirm clear ownership, documented action plans, and appropriate escalation.
• Coordinate with Credit & Collections and Cash Application to resolve unidentified or unapplied cash and prevent unnecessary aging of customer balances.
• Ensure customer issues are fully resolved and are not transferred between departments without defined ownership and follow-up.
• Support month-end, quarter-end, and year-end requirements related to open deductions, credits, claims, and unapplied cash.

Process Improvements

• Analyze trends to distinguish customer-specific issues from broader systemic problems requiring cross-functional corrective action.
• Work with the Claims Manager and business partners to develop and implement sustainable corrective actions that prevent recurrence.
• Recommend improvements to procedures, controls, reporting, workflows, and systems that improve resolution time, accuracy, and efficiency.
• Support automation and continuous improvement initiatives led by the Claims Manager, including testing, implementation, and adoption within the team.

Systems, Reporting & Controls

• Monitor claims aging, deduction trends, open credits, unapplied cash, team workloads, and resolution performance.
• Provide routine operational reporting and meaningful updates to the Claims Manager, including risks, recurring issues, and items requiring management attention.
• Ensure Claims systems and SAP records are accurate, current, and supported by appropriate documentation.
• Maintain compliance with established procedures, approval requirements, internal controls, and audit expectations.
• Support system enhancements, testing, process design, and business-readiness activities related to Claims and Accounts Receivable processes.
• Identify opportunities to improve working capital through faster resolution, recovery, and application of customer account items.

Requirements

Education/Experience

• Required: Bachelor’s degree in Accounting, Finance, Business, or a related field, or an equivalent combination of education and relevant work experience.
• Required: 2+ years of progressive experience in customer claims, deductions, Accounts Receivable, credit and collections, cash application, or a related financial function.
• Preferred: 5+ years of relevant experience.
• Preferred: Experience resolving complex customer deductions and account issues in a high-volume environment.

Knowledge/Skills/Abilities

• Prior supervisory, team-lead, or people-leadership experience.
• Strong analytical and problem-solving skills, with the ability to identify root causes and drive issues through resolution.
• Excellent written and verbal communication skills, with the ability to collaborate and influence across multiple functions and organizational levels.
• Ability to manage competing priorities, assess operational risks, and drive timely resolution of customer account discrepancies.
• Ability to coach and develop team members while maintaining accountability for performance, quality, and service outcomes.

Preferred Qualifications

• 5+ years of relevant experience.
• Experience resolving complex customer deductions and account issues in a high-volume environment.

Compensation & Benefits

• Posted salary range: USD $75,900.00 - USD $104,400.00 /A

Location

• Remote