Claims Officer (furniture industry)

ROLE OVERVIEW

The Claims Officer is responsible for ensuring all customer and retail claims are accurately verified against source documents, correctly recorded in NetSuite, and that corresponding factory credits are raised without exception. This is a data-integrity and process compliance role that sits at the intersection of customer service, supply chain and finance.

KEY RESPONSIBILITIES

Receive & Log

•       Receive all inbound claims (customer / RH) via email or portal

•       Log immediately in the Claims Register in NetSuite

Verify

•       Confirm item / SKU against original Sales Order

•       Check quantity does not exceed the invoiced amount

•       Match customer PO to the NetSuite Sales Order

•       Confirm invoice number, date, and value in NetSuite

Enter into NetSuite

•       Create Credit Memo linked to original invoice

•       Enter exact item codes, quantities, and unit prices

•       Reference issue number and reason in the Memo field

•       Attach all supporting documents to the NetSuite record

Raise Factory Credits

For every approved claim (indoor, outdoor, non-compliance):

•       Identify the factory / vendor on the original PO

•       Create a Vendor Credit in NetSuite at factory cost

•       Cross-reference issue number in the Memo field

•       Send formal debit notice to factory with photos / test report

•       Record factory response in the Claims Register

Reconcile Monthly

•       Match each customer credit memo to its corresponding vendor credit

•       Confirm every approved claim has a factory credit raised

•       Investigate and clear any unmatched or outstanding items

•       Record the reconciliation outcome in the Claims Register

CANDIDATE PROFILE

Required

•       Previous experience in data entry, claims processing or back-office operations

•       Proficiency in NetSuite or equivalent ERP system (SAP, Oracle, etc.)

•       High attention to detail — ability to cross-reference documents with precision

•       Strong organisational skills and ability to manage multiple open claims simultaneously

•       Comfortable working with structured processes and compliance-driven workflows

•       Good written English for communication with factories and internal teams

Preferred

•       Experience in a trading, manufacturing or supply chain environment

•       Familiarity with credit memo processes and vendor debit procedures

•       Experience working in an international team environment