Customer Care Claims Specialist

About Wakefern Wakefern Food Corp. is the largest retailer-owned cooperative in the United States and supports its co-operative members' retail operations, trading under the ShopRite®, Price Rite®, The Fresh Grocer®, Dearborn Markets®, and Gourmet Garage® banners.

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Employing an innovative approach to wholesale business services, Wakefern focuses on helping the independent retailer compete in a big business world. Providing the tools entrepreneurs need to stay a step ahead of the competition, Wakefern’s co-operative members benefit from the company’s extensive portfolio of services, including innovative technology, private label development, and best-in-class procurement practices.
About YouSummaryThe Customer Care Claims Specialist serves as the primary point of contact for customer injury, illness, product quality, and liability-related claims received through stores, Quality Assurance, Own Brands, Risk Services, and Customer Care channels. This role is responsible for investigating incidents, gathering facts, collaborating with internal and external stakeholders, and providing timely, fair, and customer-focused resolutions while protecting the interests of the organization.
The Specialist exercises independent judgment to evaluate customer concerns and seeks to resolve matters directly whenever appropriate, minimizing escalation to third-party insurance administrators. In situations involving significant liability exposure, serious incidents, or complex investigations, the Specialist partners with Risk Services and 3rd party risk management representatives to support the claims process.
In addition, this role serves as a Tier 4 escalation resource for the Contact Center, managing highly sensitive customer concerns and providing weekend on-call support on a rotating basis as well as ensuring business hour coverage during weekdays of 8-6pm. The Specialist also coordinates customer-facing communications related to product recalls and food safety events and assists Customer Care leadership with reviewing, editing, and refining executive-level customer correspondence to ensure communications are professional, empathetic, and aligned with company standards.
Core Functions Serves as the primary liaison for customer injury, illness, product quality, and liability-related claims originating through stores, Quality Assurance, Risk Services, Own Brands, and Customer Care channels.Investigates customer incidents and claims through direct engagement with customers, store management, retailer ownership, vendor partners, and internal business partners.Evaluates claims, determines appropriate resolution paths, and exercises sound business judgment to resolve customer concerns whenever possible.Collaborates with Risk Services and third-party risk management administrators on matters involving significant liability exposure, serious injury allegations, or potential litigation.Manages highly sensitive, emotionally charged, and potentially litigious customer interactions while maintaining professionalism and a customer-centric approach.Acts as a Tier 4 escalation resource for Contact Center associates, leadership teams, and cross-functional business partners.Provides consultation and guidance to stores, divisions, and retailer ownership regarding customer complaint handling, claims resolution, and customer recovery efforts.Coordinates and executes customer communications related to product recalls, food safety concerns, and quality incidents, including customer letters, website messaging, IVR updates, scripts, and customer notifications.Supports the execution of recall protocols in partnership with Quality Assurance, Own Brands, vendor partners, and other business stakeholders.Assists with drafting, reviewing, and editing executive-level customer correspondence on behalf of Customer Care leadership and senior executives.Reviews escalated customer contacts received through government agencies, executive offices, social channels, and other escalation points.Develops and maintains customer response content, including letters, scripts, templates, knowledgebase articles, and communication guidelines.Identifies trends and recurring issues, escalating concerns to appropriate stakeholders and recommending process improvements to reduce customer risk and improve the customer experience.Participates in a rotating weekend on-call support schedule to provide escalation support and business continuity for critical customer issues.Supports special projects and performs additional responsibilities as assigned.
Qualifications Bachelor's degree required or equivalent combination of education and relevant experience.5+ years of experience in customer relations, claims management, risk services, quality assurance, risk service administration, contact center operations, or a related field.Experience managing escalated customer concerns, liability-related claims, and complex issue resolution.Experience working cross-functionally with multiple business partners and external vendors.Previous retail, supermarket, consumer packaged goods, food manufacturing, risk management or customer service experience preferred.
Knowledge, Skills & AbilitiesStrong customer advocacy, conflict resolution, and de-escalation skills.Exceptional verbal and written communication skills.Strong investigative, analytical, and decision-making abilities.Ability to manage sensitive and confidential information with professionalism and discretion.Ability to exercise sound judgment in situations involving customer safety, liability exposure, and brand reputation.Strong attention to detail and ability to manage multiple priorities simultaneously.Ability to influence outcomes and build collaborative relationships across all levels of the organization.Working knowledge of customer service systems, Microsoft Office applications, and digital customer engagement platforms.Ability to work independently while maintaining a strong team-oriented approach.Prior experience supporting recalls, food safety events, quality incidents, or customer claims preferred.Bilingual skills a plus.
Working Conditions & Physical Demands Ability to monitor computer screens for long periods of timeAbility to work a hybrid schedule, with a current requirement of 4 days in person, as established by the divisionAbility to flex hybrid schedule to attend important meetings and vendor or store visits based on business needs
Competencies Communicate Effectively: Communicates thoughts and ideas in a well-organized manner, encouraging two-way communication.Build Relationships: Creates cross-functional partnerships through the development and maintenance of constructive and cooperative relationships.Stay Competitive: Demonstrates a mindset of continuous improvement while exhibiting passion and enthusiasm for their work.Embrace Change: Looks for new ways of working by supporting advancements in processes and technology.Develop You: Identifies and capitalizes on opportunities for personal and professional career growth.Drive for Results: Supports divisional and strategic objectives through achievement of work goals.
Compensation and BenefitsThe salary range for this position is $75,000 to $100,000 annually. Placement in the range depends on several factors, including experience, skills, education, geography, and budget considerations.
Wakefern is proud to offer a comprehensive benefits package designed to support the health, well-being, and professional development of our Associates. Benefits include medical, dental, and vision coverage, life and disability insurance, a 401(k) retirement plan with company match & annual company contribution, paid time off, holidays, and parental leave. Associates also enjoy access to wellness and family support programs, fitness reimbursement, educational and training opportunities through our corporate university, and a collaborative, team-oriented work environment. Many of these benefits are fully or partially funded by the company, with some subject to eligibility requirements.
About The WorkThis job description is intended to set forth the general nature and essential duties and responsibilities of the work performed by associates for this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates to do this job. Associates may be assigned additional responsibilities as necessary. The Company reserves the right to revise this job description at any time and to require associates to perform other tasks as circumstances or conditions of its business, competitive considerations or the work environment changes. This document describes the position currently available and is not an employment contract. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position covered by this Job Description is expressly declared to be “at will,” meaning Wakefern has the right to terminate the incumbent’s employment at any time, with or without cause. Any written or oral promises or representations to the contrary are expressly disavowed and should not be relied upon by any associate. xzbcwsv Any change to this “at will” employment status must be in writing and signed by the Vice President of Human Resource.