Claims & Customer Relations Supervisor

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Job Description:

Claims & Customer Relations Supervisor

UPS Capital Europe, Warsaw, Poland

UPS Capital, a wholly owned subsidiary of UPS, provides risk mitigation and insurance solutions for businesses of all sizes and industries along global supply chains. We’re looking for a proactive and detail-oriented Claims and Customer Relations Supervisor to lead our Claims and First Response enquiry team ensuring smooth day-to-day operations. This role is key to delivering exceptional service to our customers while maintaining compliance and operational efficiency across our insurance claims processes.

What you’ll do

Reporting to the CX Manager the successful applicant will be responsible for the following key activities:

• Lead and support a team of Claims specialists and CRG administrative staff.
• Oversee the processing of insurance claims and customer experience, ensuring accuracy, timeliness, and compliance with internal procedures.
• Manage the claims book of business, including customer file development and maintenance.
• Ensure effective use of systems for product and customer data entry.
• Investigate and research customer transactions to support claim resolution.
• Collaborate with internal teams (e.g., Underwriting, Security, Customer Experience) to resolve complex cases and improve workflows.
• Monitor performance metrics and identify opportunities for process improvement.
• Provide coaching, training, and development support to team members.

What you’ll need

• 2-3 years claims experience and a strong understanding of customer service preferably within a logistics or insurance industry. Interpreting and communicating terms and conditions.
• Strong leadership and team management skills.
• Attention to detail and the ability to provide quality interactions with stakeholders, clients and customers.
• Excellent communication skills, both written and verbal.
• Ability to work to system driven SLAs and workflows.
• A proactive, problem-solving approach and a positive attitude.
• Able to build strong relationships with both internal and external business partners.
• Proficient in using CRM systems (Salesforce preferred) claims management systems and Microsoft Office applications.
• Ability to analyse data and prepare reports.
• Language Skills – Fluent English and either German, French or Italian required
• Degree preferred

Before proceeding with the recruitment process, please familiarize yourself with the procedure at the following link: https://ups.pagetiger.com/bdpxpfu

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