Returns & Claims Associate

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

Role Overview

We are looking for a detail-oriented Returns & Claims Associate to manage and resolve customer and partner claims across the business. This role covers a broad range of claim types, including logistics issues, service quality disputes, billing discrepancies, product-related claims, and contractual exceptions.

The position plays a key role in ensuring fair, timely, and policy-compliant claim resolution, while maintaining high standards of communication, documentation, and continuous process improvement.

Key Responsibilities

1. Claims Management (All Claim Types)

Register, review, and resolve customer and partner claims across multiple categories:

Logistics (loss, damage, delays)

Service quality and SLA breaches

Billing, pricing, and invoice disputes

Product or order-related issues

Contractual and exception-based claims

Validate claim eligibility based on internal policies, contracts, and business rules

Collect, review, and assess supporting documentation

Drive claims to resolution within defined SLAs

2. Returns Management

Coordinate physical and non-physical returns where applicable

Validate return requests and approvals

Track return status and ensure accurate system updates

Align with warehouses, suppliers, and internal teams as required

3. Internal & External Coordination

Act as a single point of contact for all claim-related topics

Collaborate closely with Logistics, Finance, Sales, Legal, and Production teams

Coordinate with external partners and vendors when needed

Escalate complex or high-risk claims in a structured and timely manner

4. Financial & Data Accuracy

Ensure correct financial handling of claims, including credits, refunds, and reimbursements

Support Finance teams with reconciliations and audits

Maintain accurate and complete records in ERP and related systems

5. Reporting & Continuous Improvement

Track and analyze claim volumes, root causes, resolution times, and outcomes

Identify recurring issues and propose preventive or corrective actions

Support process standardization, optimization, and automation initiatives

Contribute to the continuous improvement of policies and internal guidelines

6. Customer & Partner Communication

Provide clear, timely, and professional updates on claim status and outcomes

Handle sensitive or escalated cases with a solution-oriented mindset

Balance customer satisfaction with contractual and business requirements

Required Qualifications

Languages

Excellent French language skills (both written and spoken) are required for effective communication with clients, partners, and internal teams

Excellent English language skills (both written and spoken)

Background

2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolution

Strong analytical and problem-solving skills

High attention to detail and a structured working style

Ability to manage multiple claim types and priorities in parallel

Clear written and verbal communication skills

Nice to Have

Experience in marketplaces, platforms, or B2B environments

Exposure to contracts, SLAs, or policy-driven decision-making

Experience working with ERP, CRM, or ticketing tools

Data literacy and basic reporting skills

Perks & Benefits

Remote work flexibility

Company-provided laptop and tools to set you up for success

Language learning support – improve or learn new languages

Collaborative and supportive team environment

Professional growth and development opportunities, including training and skill enhancement

Language learning support – improve or learn new languages

Corporate events and team-building activities

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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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