Job Description
Job DescriptionDescription:
About the company
Ardmore Home Design (AHD), founded in 2008, is a privately owned, fast-paced, founder-led entrepreneurial company where we value people with strong skills to make our products and processes better every day. We design, sell, and distribute luxury home décor globally to interior designers and boutique/luxury retailers. The AHD family of wholesale brands includes Made Goods (flagship furniture made from unique materials), Pigeon & Poodle (home and bath accessories), Blue Pheasant (handcrafted tabletop products) and Burton James (seating home furnishing).
About the Position
The Claims Supervisor oversees the end-to-end claims process for a fast-paced, high-volume company. This role is responsible for developing a high-performing claims team, driving cross-functional collaboration, and ensuring claims are resolved efficiently, accurately, and cost-effectively. The ideal candidate excels at analyzing data, identifying trends, and influencing process improvements across the organization to reduce recurring issues and enhance the customer experience. This individual embraces and supports our in-person/on-site work culture and embodies our company values of Ownership, Collaboration and Respect.
What you can do for us:
- Review, analyze, and process incoming claims related to damaged, defective, or missing products. Ensure timely investigation, documentation, and resolution of claims to minimize financial impact and maintain customer satisfaction.
- Review claims for accuracy, trend patterns, and opportunities for cost reduction or coaching conversations.
- Support the implementation and adherence to best practices for claim assessment, communication, and follow-through.
- Develop, maintain, and distribute reoccurring reports on claims volume, issues, resolutions, processing time, trends, and financial impact.
- Collaborate with operations, logistics, customer service, quality control, production, and product development to reduce recurring claims and drive systemic improvement initiative
- Provide input and recommendations related to process improvements, training needs, packaging enhancements, vendor quality, and freight partner performance.
- Serve as the internal subject matter expert on damage prevention, product knowledge, and claims protocols.
- Communicate with customers, account managers, sales reps, sales directors, and internal partners as needed to gather details and resolve issues.
- Train team members on policies, procedures, best practices, and product knowledge essential for accurate claim assessment
- Lead, mentor, and support the claims team in daily operations. Monitor team performance, provide feedback, and conduct consistent 1:1 conversations
- Maintain clear, professional communication throughout the claims process.
- Foster a collaborative, positive team culture, focused on accuracy and customer satisfaction.
- Handle complex or escalated claims and guide the team through resolutions.
- Support with leading weekly claims meetings and participate in quarterly claims meetings, contributing insights and supporting resolution-focused discussions.
What we can do for you:
- Play a pivotal role in our company’s transformation and growth
- Align with a growing company that operates in the luxury market
- Provide training and career development opportunities
- Offer 3 weeks paid time off and 6 paid holidays per service year
- Enjoy a high-paced and collaborative work environment
- Eligible for up to a 6% employer 401(k) contribution following six months of employment
- Take advantage of paid time off away from work, including scheduled company holidays
- Participate in competitive benefits and incentivizing programs
Requirements:
- 2+ years of previous Claims or Customer Service management roles, preferably within the furniture industry
- Ability to lead, coach, and develop a strong performing claims team
- Excellent problem solving skills with ability to analyze a situation and present resolution options.
- Customer-first mindset with sound business judgment
- Ownership mentality and accountability for results
- Excellent verbal and written communication skills, with focus on professionalism
- Ability to quickly learn and retain knowledge of products and services.
- Ability to multi-task, prioritize, and manage time effectively while maintaining a positive and professional attitude
- Resilient under pressure and adaptable in a fast-paced environment
- Proficiency in report creation and data analysis
- Ability to collaborate and work cross-functionally, to influence change
Physical Requirements:
The physical demands described here are representative of those that are required by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms.
- The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.
- Ability to work in open environment with fluctuating temperatures and standard lighting.
- Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.
- Required to use stairwells to attend meetings and engage with employees on multiple floors throughout building.
Other Considerations:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.
Compensation
Starting annual salary: $70,000-77,000. Exact compensation may vary based on skills, experience, and location.