Claims Investigator

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