Senior Claims Customer Service Representative – End‑to‑End Quality Issue Resolution, Cross‑Functional Collaboration, and Continuous Improvement Champion

About brighthush

brighthush is more than a packaging company – we are a global movement toward a cleaner, more responsible planet. With state‑of‑the‑art manufacturing facilities in North America, Europe, and Asia, we transform high‑quality paper and recycled materials into innovative, eco‑friendly packaging solutions that protect products and the environment alike. Our mission is simple yet ambitious: deliver sustainable packaging that meets the highest standards of quality, reliability, and environmental stewardship. We do this by combining cutting‑edge technology, a relentless focus on continuous improvement, and a culture that empowers every employee to make a difference.

Why This Role Matters

As a Senior Claims Customer Service Representative at brighthush, you become the linchpin of our customer experience and quality assurance strategy. Your work directly influences customer loyalty, protects our brand reputation, and drives operational efficiencies across sales, logistics, and finance. By mastering the end‑to‑end claims process, you will not only resolve issues swiftly but also uncover systemic insights that shape product development, supply chain resilience, and sustainability initiatives. In short, you help us keep our promise to customers and the planet.

Key Responsibilities

• End‑to‑End Claims Management: Receive, investigate, and resolve customer claims related to product quality, delivery, and performance. Document all interactions and maintain accurate records in our SAP system.
• Root Cause Analysis: Conduct thorough investigations to identify underlying issues, collaborate with engineering and production teams, and recommend corrective actions.
• Credit & Return Assessment: Evaluate financial implications of claims, calculate credit adjustments, and coordinate returns or replacements with logistics and accounting.
• Cross‑Functional Collaboration: Partner with sales, logistics, and finance to ensure timely, accurate resolution of claims and alignment with company policies.
• Data Analysis & Reporting: Use Excel and SAP to analyze claim trends, generate performance reports, and present findings to senior management.
• Process Improvement: Identify opportunities to streamline claims procedures, reduce cycle time, and enhance customer experience.
• Compliance & Safety: Adhere to all safety protocols and regulatory requirements, ensuring a safe and compliant work environment.
• Customer Advocacy: Serve as the voice of the customer within brighthush, ensuring their concerns are heard and addressed promptly.
• Mentorship & Knowledge Sharing: Coach junior team members on best practices, claim handling techniques, and the use of SAP and Excel tools.
• Continuous Learning: Stay current on industry trends, quality standards, and emerging technologies that can enhance claims management.

Essential Qualifications

• Bachelor’s degree in Business, Supply Chain, Engineering, or a related field, or equivalent experience.
• Minimum of 3 years in customer service, claims management, or a similar role within a manufacturing or distribution environment.
• Proficient in Microsoft Excel (advanced formulas, pivot tables, data visualization) and SAP (claims and finance modules).
• Strong analytical and problem‑solving skills, with a proven track record of resolving complex issues.
• Excellent written and verbal communication skills, capable of drafting clear, concise reports and interacting with stakeholders at all levels.
• Demonstrated ability to work independently and collaboratively in a fast‑paced, dynamic environment.
• Proactive mindset with a strong focus on safety and continuous improvement.
• Experience with root cause analysis tools (e.g., 5‑Why, Fishbone, Pareto) and corrective action planning.

Preferred Qualifications

• Experience in the paper, packaging, or related manufacturing industry.
• Knowledge of quality management systems (ISO 9001, Six Sigma).
• Experience with customer relationship management (CRM) platforms.
• Fluency in additional languages (e.g., Spanish, French) is a plus.
• Previous exposure to SAP ECC or SAP S/4HANA environments.
• Certifications in Six Sigma Green Belt or higher, SAP, or project management.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect complex data, identify patterns, and propose actionable solutions.
• Project Management: Skilled at prioritizing tasks, managing timelines, and coordinating cross‑functional initiatives.
• Communication: Clear, persuasive communication across all levels, from frontline staff to executive leadership.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving business needs.
• Team Collaboration: Strong interpersonal skills, fostering a culture of trust and mutual respect.
• Safety Awareness: Commitment to maintaining a safe workplace and adhering to all safety protocols.
• Technology Fluency: Comfortable leveraging ERP, CRM, and analytics platforms to drive decisions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Claims Customer Service Representative, you will:

• Gain exposure to multiple business functions, including sales, logistics, finance, and engineering.
• Develop expertise in SAP and advanced Excel, positioning you for future roles in operations, quality assurance, or supply chain management.
• Participate in leadership development programs, mentorship initiatives, and cross‑functional projects.
• Earn certifications in Six Sigma, SAP, or project management through our partnership with leading training providers.
• Advance to senior claims analyst, quality manager, or operations supervisor roles within 2–3 years, depending on performance and business needs.
• Take on strategic projects that influence product design, sustainability metrics, and global supply chain resilience.

Work Environment & Company Culture

brighthush offers a vibrant, inclusive workplace where every voice matters. Our culture is defined by:

• Diversity & Inclusion: A workforce that reflects the communities we serve, fostering creativity and innovation.
• Collaboration: Open communication channels, cross‑functional teams, and a shared commitment to excellence.
• Work‑Life Balance: Flexible scheduling options, remote work opportunities, and generous paid time off.
• Wellness Programs: On‑site fitness facilities, mental health resources, and wellness challenges.
• Community Engagement: Volunteer programs, sustainability initiatives, and partnerships with local organizations.
• Innovation Hub: Dedicated spaces for brainstorming, prototyping, and continuous improvement.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, spot bonuses, and peer recognition.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to individual and company metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.
• Professional development budget and tuition reimbursement.
• Employee assistance program (EAP) and mental health support.
• Company‑sponsored wellness activities and gym memberships.
• Relocation assistance for qualified candidates.

How to Apply

If you are a proactive, safety‑conscious professional with a passion for customer service and quality, we invite you to bring your expertise to brighthush. In this role, you will not only resolve claims but also shape the future of sustainable packaging and customer experience. Your work will have a tangible impact on our customers, our people, and the planet.

Ready to make a difference? Click the link below to submit your application and join a team that values innovation, integrity, and impact. Together, we can deliver brighter, cleaner, and more sustainable solutions for the world.