Customer Claims and OS&D Lead

3 days ago

Milwaukee, Wisconsin, United States Midwest Refrigerated Services, Inc. Full time
Job Title: Customer Claims and OS&D Lead

Midwest Refrigerated Services, Inc. is seeking a highly skilled 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.

The successful candidate will ensure timely receipt, entry, investigation, and closure of OS&D issues, working closely with internal teams, drivers, carriers, customers, and vendors. Your primary goal will be to communicate effectively with drivers, receivers, and customers regarding undeliverable freight, safeguarding the interests of both the company and the customer.

Key Responsibilities:
  • Respond to incoming calls/emails from drivers, carriers, and customers regarding potential freight damages, overages, shortages, or refusals
  • Research and resolve refusals, overages, shortages, and damaged freight issues
  • Provide complete and thorough instructions to drivers on acceptable protocol and follow up accordingly
  • Entry of all OS&Ds into the 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&D's 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
  • Regular attendance is required
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 multitask
  • 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 Services, Inc. is an Equal Opportunity Employer and a drug-free workplace.

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