Position Summary:
This position is responsible for accurately investigating shipment exceptions/claims and short-pays, interpreting and auditing claims data, creating value added reporting, and analyzation of claims trends to drive equitable claims resolution.
Responsibilities:
- Investigates the validity of all National Account freight claims and assembles required documentation
- Maintains data base for claims tracking from initial filing through resolution of claim. Maintains electronic freight claim files and documentation in an organized manner
- Maintains working relationships with customers, carriers and co-workers to facilitate functions of claims processing and investigations
- Identifies, analyzes and communicates claims trends to appropriate cross functional teams
- Short pay research – Investigates, completes ABC if necessary, acquire and provide appropriate back-up for dispute (BOL, cycle counts, reconstruct shipments, etc.)
- Damages – Investigates, completes appropriate paperwork for claims, tracks submitted claims and follow-up.
- Provide all necessary documentation to cross-functional teams for resolutions.
- Responds to customer inquiries on any issues relating to freight claims
- Complete returns from shipping
- Enters cases & RMAs into JDE for returns tracking purposes
- Generates credits & bill outs for customers
- Enters Quality Incident complaints and inquiries for national accounts – following up with QA and providing the resolution to the customer
- Maintains Quality Incident tracker(database) from initial notification to completion
- Backup to National Accounts Customer Service Team
- Other duties as required and assigned
Education & Experience:
- High School Graduate. College Courses or Degree in finance or business related classes a plus.
- One plus years in general office/accounting positions.
- Minimum 2 years related experience and/or training
- Experience in customer service and the transportation industry preferred
- Strong Computer Skills - Intermediate-level in the use of MS Word and Excel. Comfortable with Outlook.
Personal & Professional Skill Set:
- Proactive, “can-do” attitude - Willing to assist others when needed, look for ways to improve systems or procedures, continuous improvement in serving internal and external customers.
- Excellent verbal and written communication skills – Able to express ideas and communicate issues and problems thoroughly and concisely. Communicate thoughts completely and clearly. Use proper business email and letter format, with appropriate grammar and accurate spelling.
- Strong attention to details
- Ability to communicate with different levels of management
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to multi task and prioritize and to work well under pressure with a sense of urgency and within time constraints