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. 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. How You'll Contribute: Claims Management (All Claim Types): Register, review, and resolve customer and partner claims across multiple categories, including logistics (loss, damage, delays), service quality and SLA breaches, billing/pricing/invoice disputes, product or order-related issues, and 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 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 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 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 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 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 What You'll Bring to Xometry: English B2+ Italian and/or Spanish language skills 2-3+ years of experience in claims management, operations,…