What are the responsibilities and job description for the Claims Specialist position at VS America, Inc.?

Job Description

Job title : Bilingual Customer Service & Claims Specialist (English & German)

Company : VS America, Inc

Work Location : Charlotte, NC / Hybrid (Primarily in-office)

Employment Type : Full-time

About VS America, Inc :

VS America, Inc is a leading provider of high-quality furniture and educational solutions, committed to delivering exceptional products and services to our customers. We are currently seeking a dedicated, bilingual Customer Service and Claims Specialist to join our dynamic claims department.

Position Overview :

We are looking for a Customer Service and Claims Specialist who is fluent in both English and German to assist our customers, process claims, and manage small parts orders. This individual will be responsible for providing excellent service and technical support while maintaining a high level of communication with our clients and counterparts at the factory. After the successful completion of training, this position offers the opportunity for a hybrid work model, although the candidate must be within commuting distance of Charlotte, NC.

Duties and Responsibilities :

Analyze claims and process them in collaboration with the factory and / or VSA warehouse.
Resolve product issues by clarifying customer complaints and providing solutions.
Send service confirmations and tracking information to clients.
Keep dealers and clients informed about the status of their claims.
Locate tracking information and proof of delivery for claims.
Coordinate replacement shipments through the VSA warehouse.
Manage, process, and track labor charges associated with claims.
Track and handle warranty issues.
Prepare quotes for small parts orders.
Process small parts orders for items shipped from the VSA warehouse and factory.
Maintain assembly instructions and factory price lists.
Keep physical parts inventory organized and updated at the VSA warehouse.
Collaborate with other departments to address and resolve escalated issues.
Ensure compliance with company policies and procedures
Perform related duties as assigned by the supervisor.
Minimal travel up to 10% to visit other office locations or attend off-site meetings.

Qualifications :

Fluency in both English and German, both written and oral.

Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers

Strong problem-solving and analytical abilities.

Customer-centric approach with a focus on delivering exceptional service.

Proficiency in Microsoft Office Suite.

Strong organizational and time-management skills.

Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Previous experience in claims processing or customer service is a plus.

Experience with CRM software (Salesforce or similar)

High school diploma or GED required

Associate degree preferred

Physical Requirements :

Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Frequently required to sit for prolonged periods while working at a computer or answering phones.

Occasionally required to stand, walk, and lift or carry items weighing up to 20 lbs.

Ability to talk and hear clearly to communicate effectively with customers and team members.

Must be able to use hands and fingers to operate office equipment such as computers, phones, and printers.

Work Environment :

Occasionally exposed to varying noise levels during peak call times or in open office spaces.

Primarily works in a climate-controlled office environment with minimal exposure to noise or distractions.

Rare exposure to outdoor weather conditions during travel or facility-related tasks.

If hybrid or remote, must have a designated, quiet workspace with reliable internet connectivity.

This role is primarily on-site during regular business hours, with the flexibility to work remotely in the afternoons and occasionally at other times as needed.

Benefits :

Competitive salary

Excellent health, dental, and vision insurance

401K with 5% match

20 PTO days and 11 paid holidays

Employer-paid basic life insurance

Employer-paid short-term & long-term disability

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