Claims Specialist

Company Overview

Founded in 2014 in the Czech Republic, Rohlik is the European leader of e-grocery in Central Europe. Already active in the Czech Republic (Rohlik.cz), Hungary (Kifli.hu), and Austria (Gurkerl.at), the company will be launching in the coming months in Germany (Knuspr.de). By owning its end-to-end operations, including all technology in-house, Rohlik provides a superior customer experience and the freshest food from local farmers and artisans, as well as a broad supermarket selection.

Team Overview

The Inbound team is responsible for managing the entire process of receiving and stocking ordered products. The main task of the team is to organise and coordinate the receipt of goods. They must ensure a fast and efficient stocking process. While working, they always put emphasis on compliance with all hygiene and safety rules. They communicate with the customer, across all company departments and are familiar with every key position in the warehouse.

Role Overview

Your main responsibility is to record, process, and close all complaints. You record everything in the internal system and are responsible for the exchange/return of goods. At the same time, you are able to evaluate and analyse the claims and their root causes. This allows you to propose and implement appropriate solutions. On a daily basis, you communicate with external suppliers, as well as cooperate closely with the entire Inbound Department, Purchasing Department, Quality Department, Supply Chain and Financial Department. You must be comfortable with the entire assortment of products stored in the warehouse, the individual positions where they are physically located, and respective sectors.

What we expect from you

● Supervise received, claimed, and returned goods

● Fully understand the process of auditing quality and quantity of delivered goods

● Evaluate supplier claims and decide on their eligibility and track to resolution

● Manage the exchange/return of claimed goods

● Communicate and cooperate with colleagues across the warehouse

● Act as a link between external suppliers, the warehouse and the business teams

● Monitor products in the warehouse delta and ensure resolution

● Oversee warehouse shrinkage categories and the accuracy of system movements

● Drive continuous improvement, bringing new ideas to optimize internal processes

● Issue monthly reports showing KPI trends

What we look for

● Experience in a similar role

● Precision and accountability

● Ability to make quick decisions when standard methods are not enough

● Ability to stay calm and manage multiple priorities under pressure

● Conflict management skills with ability to simplify and structure complex situations

● Excellent communication and negotiation skills

● Analytical mindset with ability to interpret data

● Customer-first mindset

KPI’s typical for the position

● Claims resolution: opened, in process, closed (in KEUR)

● Number of supplier returns and process time in the warehouse

● Claims rate and claims recurrence

● Inbound speed – 100% of goods processed < 360 mins Leadership

● Individual Contributor

Span of control

● Department Impact

Decision making / Autonomy

● Solves operational issues

● Resolves recurring problems

● Moves independently

Onboarding needed

More than a week, less than a month

What we offer

● Direct impact on the company’s results

● Fast implementation of your good ideas – no waiting for global HQ approvals

● Freedom from unnecessary corporate processes

● Innovative and meaningful work – we set trends, not follow them

● Fair compensation, professional growth, and further education

● Great team spirit and legendary company events

#LI-AR1 #Gurkerl