Claims & Technical Services Coordinator in Ashford

About the Company

Our 33 industrial sites, 12,000 employees and sales in more than 100 countries put us in close contact with customers and suppliers everywhere in the world.

We combine the strengths of global strategy with the hands-on expertise of local teams to manufacture and design products and services suited to local customer needs and trends.

Entrepreneurship is part of Tarkett’s DNA: continuous flooring innovations and acquisitions have marked our 140-year history.

Today we continue to foster an entrepreneurial mindset to leadership, empowering our teams and encouraging agility and accountability in decision-making

About the Role

The Claims Coordinator plays a vital role in managing customer complaints and product-related claims efficiently and consistently.

You will act as the central point of contact for investigating issues, coordinating with internal teams, and ensuring customers receive timely updates and resolutions.

This role helps identify recurring product concerns, supports continuous quality improvement, reduces business risk, and maintains customer confidence by ensuring complaints and claims are handled professionally and in line with company procedures.

The position plays a critical role in delivering excellent customer service, maintaining accurate records, supporting claim resolution processes, and providing administrative support to the wider team.

Responsibilities

• Claims Administration
• Manage customer claims through SAP, CRM, and other business systems.
• Register, track, update, and close claims in accordance with company procedures.
• Maintain accurate claim records, documentation, photographs, correspondence, and supporting evidence.
• Monitor claim progress and ensure timely follow-up with relevant stakeholders.
• Produce reports and claim status updates as required by management.
• Processing Customer incentive discounts.
• Returns Management
• Coordinate product returns.
• Arrange product returns using approved logistics platforms.
• Coordinate product collections and returns between customers, warehouses, and transport providers.
• Track return shipments and ensure completion of associated documentation.
• Support the investigation process by ensuring returned materials are received and recorded correctly.
• Customer & Internal Coordination
• Act as a primary point of contact for customer enquiries relating to complaints, claims, returns, and technical service administration.
• Liaise closely with Customer Services, Sales, Finance, Warehouse, Transport, and technical teams to ensure efficient resolution of issues.
• Maintain regular communication with customers regarding complaints, claims and return progress.
• Escalate issues requiring technical assessment or management intervention where appropriate.
• Support the delivery of a positive customer experience throughout the claims process.
• Financial & Administrative Support
• Work closely with the Finance team regarding claim settlements, credits, returns, and associated transactions.
• Ensure claim-related financial documentation is completed accurately and promptly.
• Assist in the preparation of monthly and ad-hoc reports relating to claim costs, return volumes, and service performance.
• Maintain accurate data within company systems to support reporting and analysis.
• Technical Services Support
• Provide administrative support to the Technical & Sustainability team.
• Assist with scheduling inspections, sample tracking, testing administration, and documentation management.
• Support the preparation and distribution of technical reports and customer communications.
• Maintain technical records and filing systems in line with company procedures.
• Continuous Improvement
• Identify opportunities to improve claim handling, return processes, and customer service efficiency.
• Support implementation of process improvements within claims and technical service functions.
• Assist in maintaining data quality and reporting accuracy across business systems.

Tarkett is an equal opportunity employer. We value diversity in backgrounds and in experiences and promote an inclusive workplace where all employees can perform at their best.