Incident Resolution Specialist

2 weeks ago

Kansas City, United States Lindt & Sprüngli North America Full time
Job Description

The Incident Resolution Specialist plays a crucial role in managing all facets of OS&D and Freight Claims (Overages, Shortages, and Damages, Returns and QA inspections), making this position an essential asset to Lindt & Sprngli North America Transportation (LSNA) and the premium chocolate brands we support (Lindt & Sprngli USA, Ghirardelli, Russell Stover). This position will aim to continually improve OS&D processes to achieve results while ensuring compliance with Lindt global policies. Will be required to effectively communicate with internal and external stakeholders such as transportation carriers, customer service, inventory control, distribution centers, third-party inspectors, insurance providers and LSNA planning teams to resolve complex delivery exceptions.

Essential Functions
  • Utilize analytical skills to assess cost-efficient OS&D (Overages, Shortages, and Damages) resolution strategies by evaluating the product value and transportation costs, ensuring informed decision-making that aligns with the organization's objectives and financial considerations.
  • Display a continuous improvement mentality by identifying opportunities to reduce Incident Resolution spend to align with transportation budgets and improving service to our brands and carrier partners
  • Collaborate with carriers and LSNA distribution centers to coordinate product returns, ensuring alignment with warehouse and transportation standard operating procedures for efficient and seamless logistics operations.
  • Offer product handling guidance to transportation carriers, ensuring adherence to global quality standards and minimizing freight claims through effective communication and collaboration.
  • Apply meticulous attention to detail while reviewing and determining the supporting documentation required for a successful OS&D and claim submission, continually improving documentation offerings to increase claim subrogation success.
  • Maintain proactive communication with internal and external parties to ensure final resolution is completed timely while protecting the integrity of our premium chocolate.
  • Foster collaborative relationships with Lindt U.S., Ghirardelli, and Russell Stover, actively engaging in ongoing dialogue to enhance partnerships and establish standardized OS&D processes for improved efficiency and effectiveness.
  • Schedule and monitor completion of third-party inspections where required, taking initiative to expand our offering of third-party services to support and protect our products.
  • Gather and report OS&D metrics such as response and resolution times, carrier trends and disposition
  • Offer cross-training and backup assistance to the Freight Audit & Payment (FA&P) team, ensuring versatility and continuity in operations to maintain productivity and support team members as needed.
  • Take on special projects and duties as assigned by management
Basic Qualifications
  • High school diploma or a GED required
  • Basic knowledge of OS&D/freight claims or in transportation logistics
  • Effective written and verbal communication skills
  • Efficient in Microsoft Excel
  • Exceptional attention to detail and ability to problem-solve
  • Ability to prioritize and manage assignments with conflicting deadlines
  • Strong analytical skills
  • Ability to work collaboratively with cross-functional teams
  • History of identifying opportunities for process improvements and implementing changes to enhance efficiency.
Preferred Qualifications
  • Bachelor's degree in business administration/supply chain management or related field
  • Transportation/logistics management experience
  • Experience working in food and beverage supply chain
  • Working knowledge of Transportation Management System (TMS) and specifically with e2open (BluJay)
  • Experience in refrigerated and less-than-truckload transportation
  • Proven track record of solving complex issues related to OS&D, QA inspections or freight claims.


Company Description

Lindt and Sprngli (North America) Inc. is the Supply Chain and Business Shared Services Company supporting the Lindt & Sprngli family of brands (Lindt USA, Ghirardelli Chocolates and Russell Stover Chocolates), headquartered in Kansas City, MO.

Employment by Lindt & Sprngli (North America) Inc. is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, and satisfactory employment and background checks.

Lindt & Sprngli (North America) Inc. is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, national origin, sex, marital status, sexual orientation and gender identity, disability, veteran status, pregnancy, or any other status protected by law. Principals only, please.

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