Field Customer Service Representative

Insight Global is seeking a Quality Customer Service Representative (Claims/Quality Coordinator) for a top manufacturing client. This individual will play a critical role in bridging the gap between field teams and internal operations by managing and mitigating customer claims. They will intake and evaluate complaints, validate issues against technical documentation and blueprints, and collaborate closely with production and engineering teams to resolve discrepancies. This role requires a highly professional individual who is comfortable engaging with unionized field personnel, can navigate challenging conversations, and brings a proactive, problem-solving mindset. The ideal candidate thrives in a fast-paced manufacturing environment, enjoys working cross-functionally, and is passionate about improving quality and customer satisfaction.
- Intake and manage customer complaints/claims coming from field teams
- Work within claims management database (CMT) and ERP system (SAP) to document and track issues
- Validate claims by reviewing blueprints, documentation, and production specifications
- Collaborate with field reps and technicians to gather context and resolve discrepancies
- Engage with production floor and operations teams to identify root causes and mitigate issues
- Generate reports for senior leadership, highlighting trends and anomalies
- Proactively work to resolve issues before formal claim submission when possible
- Act as a liaison between field teams (customers) and internal quality/operations groups

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Must-Haves:
- 1+ year of experience in a manufacturing environment (administrative or support capacity)
- Strong customer service skills with ability to handle difficult conversations professionally (especially with unionized field teams)
- Experience working with ERP systems (SAP preferred or similar)
- Ability to read, interpret, and work with technical documentation/blueprints (can be trained but aptitude required)
- Strong organizational and reporting skills (tracking claims, generating reports, identifying anomalies)
- Professional communication and polish when engaging with field teams and internal stakeholders
- Proactive problem-solving mindset and eagerness to learn

Exposure to or support of engineering teams or processes
Prior experience working with claims management systems (CMT or similar)
Additional education or certifications (not required but beneficial)
Experience collaborating with production floor teams and operations
Understanding of manufacturing safety procedures and workflows

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.