Reklamations- & Claim Management (m/w/d)

1.  Claims Investigation & Defense 

• Receive, log, and prioritize incoming claims from retail chains, e-commerce partners, and food discounters.
• Investigate each claim end-to-end: trace delivery notes, match against invoices, cross-check ERP records, warehouse outbound logs, and carrier documentation.
• Build a clear, evidence-based storyline for each claim-either to challenge and reject it, or to acknowledge partial liability with controlled exposure.
• Draft professional, factual response letters to clients defending IronMaxx's position, citing documentation and agreed contractual terms.
• Maintain a structured claims register with status, amounts, deadlines, and expected outcomes.

2.  Cash Flow & Receivables Impact 

• Work closely with the AR team to identify claims that are blocking invoice payments or creating unauthorized deductions.
• Prioritize claim resolution based on financial exposure and urgency-unfreeze tied cash as efficiently as possible.
• Track credit notes issued vs. challenged; ensure disputed amounts are not written off without proper escalation and approval.
• Provide regular reporting on open claims balance, aging, expected resolutions, and cash impact to the CFO.

3.  Supplier Claims & Recovery 

• Where root cause is identified on the supplier or contract manufacturer side (e.g., incorrect labelling, short-dated goods, pallet count errors), initiate and manage reverse claims.
• Quantify damages including direct cost, lost revenue, and contractual/reputational impact.
• Negotiate and document settlements with suppliers.

4.  Cross-Functional Coordination 

• Daily coordination across: AR team, Sales, Supply Chain & Purchasing, Warehouse, IT/ERP, and the CFO.
• Act as the central internal point of contact for all claims-related queries across the group.
• Support month-end close with accurate claims provisions and accruals.

5.  Process Improvement & Prevention 

• Identify recurring claim patterns; flag systemic issues to supply chain, warehouse, or procurement for elimination.
• Develop and maintain internal SOPs for claims handling, documentation standards, and escalation paths.
• Reduce claims volume over time by driving root-cause resolution across the business.

Must Have 

• 3–6+ years of experience in claims management, AR, commercial operations, or a closely related field in FMCG, food, retail, or logistics.
• Proven track record of successfully defending or negotiating commercial claims with major retail or wholesale partners.
• Strong understanding of the full order-to-cash cycle: purchase orders, delivery notes, invoices, credit notes, overdue management.
• Fluent German and English-spoken and written-at full professional proficiency.
• Structured, analytical mindset with the ability to build and present a clear evidence-based case.
• High personal standards, professional presentation, and calm under pressure.

Nice to Have 

• Direct experience with claims processes at major food retail chains or e-commerce platforms (discounters, drugstores, online marketplaces).
• Background in supply chain, logistics, or warehouse operations.
• Experience quantifying reputational or lost-revenue damages in supplier disputes.
• SAP Business One knowledge.