Job Description

• First line of contact for the resolution of logistics claims and complaint; answer questions for customers, carriers, and brokers regarding claims issues
• Collect information on all incidents including damage to trucks/trailers, cargo damage and property damage
• Manage and handle the claim process for logistics related complaints, and process damage claims
• Analyze data to determine claim’s validity; evaluate independent reports, including video, written incident reports, valuation estimated, etc.
• Use data, statistical and trend analysis, and observation analysis to identify root cause of freight damage exceptions and recommend counter measures to address or mitigate damage occurrence and liability exposure
• Work within company guidelines to analyze contractual agreements of the customer, shipper, consignee or carrier and then assess the physical damage reports and the cargo claims findings
• Communicate results to the customer or carriers within the opening 72 hours. Discuss, provide, and recommend an action plan to the management team
• Notify involved parties of claim filings and/or rejected claims and work with the claimant to understand the value of damaged products and how the product should be handled
• Enter and track claims in TMS and WMS system
• Determine next steps and order inspections in order to support the claim with the customer or carrier in an effort for resolution
• Email updates on progress or conflicts regarding the accident to all internal parties involved
• Escalate and coordinate with External Claims Adjusters (e.g., insurance carriers) as needed
• Negotiate and determine timely settlements and claim resolutions, process payment requests and final case paperwork following discussion of valid claims with customers, carriers, and appropriate personnel
• Develop and maintain Standard Operating Procedures (SOPs) for logistics processes and claims
• Monitor controls of paperwork and processes that impact claims such as timely communications of any exceptions and proper handling of PODs
• Other clerical and/or administrative work

Qualifications

• Bachelor’s degree with minimum 3+ YEARS of claims processing experience
• Excellent verbal and written communication skills; people skills; ability to communicate information in a clear and understandable manner
• Strong critical thinking and planning ability; balancing accountabilities; flexibility to work in a fast-paced, team environment
• Proficient with in Microsoft Office products including Excel, and with web-based applications, claims database software and the ability to produce reports to support findings
• Great attention to detail, organization, cross-group collaboration, and project management skills

Additional Information

All your information will be kept confidential according to EEO guidelines.