A preferred internal candidate has been identified. All qualified candidates will be considered for this role and future opportunities.

Claims Supervisor

The Customer Claims Supervisor is responsible for overseeing loss, damage, shortage (OS&D), freight, and service-related claims within a logistics or supply chain operation. This role ensures claims are managed accurately, fairly, and in accordance with customer contracts, carrier agreements, insurance requirements, and company policies, while maintaining strong customer relationships and operational accountability.

Job Description

• Oversee end to end handling of cargo loss, damage, shortage (OS&D), freight, and service failure claims
• Ensure claims are processed within contractual timelines and SLAs
• Validate supporting documentation (BOLs, PODs, photos, inventory adjustments, invoices)
• Ensure accuracy related to claim settlements, recoveries, and chargebacks
• Coordinate with cross functional teams (warehouse, transportation, inventory control, customer service)
• Balance workloads based on claim volume, priority, and aging
• Coach and develop team members
• Act as escalation point for complex claims
• Ensure compliance with SOPs and contracts
• Conduct root cause analysis and implement improvements
• Track and report KPIs (aging, closure, recovery, financial impact)
• Maintain organized documentation for audits and compliance
• Incomplete or incorrect PO data (missing ship from, contact, or dimensions)
• Incorrect routing guide or outdated carrier selection rules
• Warehouse processing delays (picking, packing, labeling bottlenecks)
• Ensure Value added services for customers are completed as required

Required Education and Experience

• Bachelor’s degree or equivalent experience, preferred
• One to two (1-2) years of logistics industry experience, preferred
• One to three (1-3) years of experience in a lead / supervisory / management position, required
• Customer service background, preferred
• Operations background, preferred
• Organizational and people skills, required
• Ability to manage projects, required
• Working knowledge of databases, spreadsheets, and word processing software. Fundamental knowledge of statistics, preferred
• Strong written and verbal communication skills, preferred
• Facilitation and presentation skills, required