Corporate Claims Representative

This is a hybrid role. Candidates must be able to come to our office location in Mount Laurel, NJ for in-office days. 

Reports To: Claims Supervisor

Position Summary

The Corporate Claims Representative serves as a critical liaison between dealers, customers, manufacturing facility representatives, and internal departments. This role is responsible for the end-to-end management, investigation, and resolution of claims and back charges. The successful candidate ensures all inquiries progress according to established service levels while transforming the customer experience into a competitive advantage.

As a trusted, go-to solutions provider, you will navigate complex operational and warranty issues, balancing empathy for customer urgency with adherence to corporate processes.

 Essential Job Duties and Responsibilities

Claim Management & Investigation

• Address and manage high-priority dealer escalations, aligning response urgency with dealer and end-customer needs.
• Receive, validate, and track incoming claims inquiries through internal systems to accurately pinpoint root causes.
• Conduct thorough initial investigations to determine claim validity and assign financial or operational responsibility for manual claims.
• Focus on delivering rapid interim solutions to ensure dealers and customers can maintain normal operations while permanent claims are resolved.

Communication & Conflict Resolution

• Maintain proactive, assertive, and professional communication with facility leads, dealer partners, and internal cross-functional teams.
• Provide transparent status updates to dealers and customers for complex claims that sit outside the standard portal process.
• Monitor established Service Level Agreements (SLAs) and proactively escalate highly complex issues to the Corporate Claims Manager.
• Negotiate effective, mutually beneficial resolutions when rigid "yes/no" answers are not viable, balancing flexibility with established Teknion policies.

Administrative, Financial & Departmental Integration

• Review, investigate, and route back charges for executive approval within strict, established timeframes.
• Partner regularly with Specials, Engineering, Finance, and Order Entry departments to facilitate comprehensive resolutions.
• Process and oversee replacement orders, coordinate delivery schedules, process chargeable claims, request financial credits, and investigate extension requests.

Professional Development & Team Contribution

• Master internal systems (including the Tekcare Claims Portal) to provide technical support and training to dealer users.
• Maintain up-to-date knowledge of product lines, manufacturing processes, and marketing updates by attending product launches and facility reviews.
• Participate in cross-training initiatives and provide reliable backup support for team members to foster a cooperative department culture.
• Prompt, reliable and regular attendance.
• Other duties as assigned.  

Experience, Skill and Educational Requirements

• High School Diploma/GED required; Post-secondary education or 2–4 years of related experience in claims, account management, or customer operations is preferred.
• Prior customer service experience is required, ideally within the contract furniture industry.
• Exceptional written and verbal communication skills, with the ability to maintain professionalism under pressure.
• Strong diplomatic and negotiation skills to balance the needs of Dealers, Customers, and Internal Facility Representatives.
• Superior multitasking abilities with a proven track record of managing competing priorities in a fast-paced environment.
• Strong computer skills; familiarity with ERP/CRM systems and the ability to quickly master the Tekcare Claims Portal.
• Strong common sense and analytical decision-making capabilities regarding product logistics, delivery, and storage liabilities.