Senior Claims Customer Service Specialist – End‑to‑End Quality Issue Resolution, SAP & Excel Expertise, Safety‑Focused Operations

About brighthush

brighthush is a global trailblazer in sustainable packaging, turning raw materials into high‑performance, eco‑friendly solutions that protect goods and the planet. With a portfolio that spans paper, cardboard, and advanced composites, we serve industries from food & beverage to e‑commerce, ensuring every shipment arrives on time, intact, and compliant with the highest quality standards.

Our mission is simple: Deliver quality, reduce waste, and inspire innovation. We achieve this by investing in cutting‑edge technology, fostering a culture of continuous improvement, and empowering our people to make a difference every day. Whether you’re working in one of our mills in West Point, Covington, Evadale, Mahrt, or in our Atlanta or Richmond headquarters, you’ll be part of a team that values safety, collaboration, and a shared commitment to excellence.

Role Overview

As a Senior Claims Customer Service Specialist at brighthush, you will be the linchpin between our customers and internal departments, ensuring that every quality issue is investigated, resolved, and documented with precision. You’ll manage claims from the moment a customer reports a problem to the final resolution, working closely with sales, logistics, and accounting to protect both customer satisfaction and our bottom line.

Key Responsibilities

• End‑to‑End Claims Management – Receive, log, and triage customer quality complaints, ensuring timely acknowledgment and escalation as needed.
• Investigation & Root‑Cause Analysis – Conduct thorough investigations, gather evidence, and collaborate with cross‑functional teams to identify root causes.
• Credit & Return Assessment – Evaluate credit implications, calculate return values, and recommend appropriate financial actions.
• Stakeholder Collaboration – Partner with sales, logistics, and accounting to coordinate investigations, approvals, and settlements.
• Documentation & Reporting – Maintain accurate, up‑to‑date records in SAP and Excel; generate regular reports for management and customers.
• Process Improvement – Identify trends, propose corrective actions, and contribute to continuous improvement initiatives.
• Safety & Compliance – Adhere to brighthush’s safety protocols and regulatory requirements, ensuring all actions meet industry standards.
• Customer Advocacy – Serve as the customer’s advocate within the organization, ensuring their concerns are heard and addressed promptly.
• Team Leadership – Mentor junior team members, share best practices, and foster a collaborative environment.

Essential Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, or a related field.
• Minimum of 3 years’ experience in customer service or claims management, preferably in a manufacturing or logistics environment.
• Proficiency in Microsoft Excel (advanced formulas, pivot tables, data analysis) and SAP (transaction processing, reporting).
• Strong analytical skills with a proven ability to investigate complex issues and recommend actionable solutions.
• Excellent written and verbal communication skills, capable of drafting clear, concise reports and interacting with diverse stakeholders.
• Demonstrated commitment to safety and quality, with a proactive approach to risk mitigation.
• Self‑starter with the ability to work independently while maintaining a collaborative mindset.

Preferred Qualifications

• Experience in the packaging or paper manufacturing industry.
• Knowledge of quality management systems (ISO 9001, Six Sigma).
• Prior exposure to credit analysis or financial reconciliation.
• Fluency in additional languages (e.g., Spanish, French) is a plus.
• Certified Claims Professional (CCP) or similar credential.

Skills & Competencies

• Analytical Thinking – Ability to dissect complex problems and synthesize data into actionable insights.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning challenges into opportunities.
• Attention to Detail – Meticulous record‑keeping and error‑free documentation.
• Collaboration & Influence – Skilled at building relationships across departments and influencing outcomes.
• Adaptability – Comfortable navigating changing priorities and evolving processes.
• Time Management – Prioritizing tasks to meet tight deadlines without compromising quality.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Claims Customer Service Specialist, you’ll have access to:

• Structured mentorship programs with senior leaders in quality, logistics, and finance.
• Cross‑functional training sessions that broaden your understanding of the entire supply chain.
• Opportunities to lead process improvement projects, showcasing your leadership and innovation skills.
• Annual learning budget for certifications, workshops, and conferences.
• Clear career pathways to roles such as Claims Manager, Quality Assurance Lead, or Supply Chain Analyst.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, safety, and sustainability. Our employees enjoy:

• Open communication channels – from daily huddles to town‑hall meetings.
• Inclusive workplace policies that celebrate diversity and promote belonging.
• Flexible work arrangements, including hybrid options for eligible roles.
• Employee wellness programs, including on‑site fitness classes and mental health resources.
• Community engagement initiatives, such as volunteer days and sustainability projects.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary 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.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee assistance programs and financial wellness resources.
• Continuous learning stipend and tuition reimbursement for relevant courses.

Why Join brighthush?

When you join brighthush, you’re not just taking a job – you’re becoming part of a mission to create a more sustainable world. You’ll work alongside passionate professionals who are dedicated to quality, safety, and innovation. Your expertise will directly impact customer satisfaction, operational efficiency, and the environmental footprint of our products.

We’re looking for a proactive, safety‑conscious specialist who can navigate complex claims, drive resolution, and help us maintain the highest standards of quality. If you’re ready to make a tangible difference and grow your career in a supportive, forward‑thinking environment, we want to hear from you.

How to Apply

Ready to take the next step? Click the link below to submit your application and join the brighthush team. We look forward to exploring how your skills and passion align with our vision for a brighter, more sustainable future.