Customer Claims and OS&D Lead
4 weeks ago
Midwest Refrigerated Milwaukee, Inc. is seeking a highly skilled and detail-oriented Customer Claims and OS&D Lead to join our team. As a key member of our logistics team, you will be responsible for overseeing and managing the Over, Short & Damage (OS&D) process for our refrigerated transportation services.
Key Responsibilities:
- Respond to incoming calls and emails from drivers, carriers, and customers regarding potential freight damages, overages, shortages, or refusals
- Research and resolve refusals, overages, shortages, and damaged freight issues in a timely and efficient manner
- Provide complete and thorough instructions to drivers on acceptable protocol and follow up accordingly
- Entry of all OS&Ds into our MRS OS&D system
- Document all communications and activities that occur during the handling of a claim and ensure that all paperwork is properly attainable
- Appropriate, timely, and effective communication with customers, drivers, carriers, and internal associates
- Follow through for timely, efficient, and low-cost closure of all OS&Ds, avoiding formal claims wherever possible
- Reduce and minimize the number of OS&Ds and Claims through process improvements and analytics
- Employee training, development, supervision, and turnover within their team
Requirements:
- Excellent verbal, written communication, and listening skills
- Responsiveness and attention to detail
- Ability to be resourceful and proactive in dealing with issues that may arise
- Ability to work effectively in a team environment
- Ability to work effectively under pressure to meet deadlines
- Planning and organization skills with the ability to prioritize and multi-task
- Ability to train, coach, and mentor
- Ownership of team success and opportunities
Preferred Qualifications:
- Previous industry experience in transportation, warehouse, and logistics
- Prior OS&D experience with a solid understanding of transportation claims process and law
- Proficient with Microsoft Office, Outlook, Word, and Excel
- Proven track record in handling multiple tasks and problem-solving when handling difficult customer issues
- Previous experience leading a team
Benefits:
- Paid Time Off
- $500 Referral Program - Refer hard-working employees, get paid up to $500 per referral
- Medical, dental, and vision insurance
- Company-paid life insurance and disability
- Flexible Spending Account
- Holiday pay
- 401K with company match
We encourage Veterans to apply. Each applicant will be required to pass all pre-employment testing. We thank all applicants in advance for their interest; however, only those applicants who are being considered for an interview, or are currently employed by MRS, will be contacted.
Midwest Refrigerated Milwaukee, Inc. is an Equal Opportunity Employer and a drug-free workplace.
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