OSD/Cargo Claims Intake Representative I

Job Summary

Under general supervision, this position is responsible for managing all incidents related to cargo overages, shortages, and damages. This customer-facing role will serve as the initial contact for all internal and external stakeholders.

Key Responsibilities

• Efficiently manage inbound and outbound communication through calls, emails, notifications, and customer portal interactions regarding cargo related incidents with the potential of financial exposure
• Apply independent judgment, detailed claims analysis, and procedural guidelines to ensure accurate and optimal mitigation of exposures related to cargo claims
• Leverage independent knowledge and experience to mitigate exposure by upholding company guidelines, local, state, and federal laws, as well as customer standard operating procedures
• Absess collected information, identify missing, incorrect, or updated claim information, and establish timely action plans
• Streamline workflows, prioritize tasks, maintain clear communication, and consistently update both internal teams and customers to ensure timely data entry across internal and customer systems
• Maintain composure under pressure, adapt to a dynamic work environment, and shift priorities and directives to facilitate clear and consistent information sharing, resolve discrepancies collaboratively, and promote alignment in order to move claims forward
• Coordinate and assist in remediation efforts with internal and external stakeholders, particularly in cases involving Federal Hazmat regulations, Federal and State food safety laws, and DOT regulations
• Identify regulatory implications of cargo incidents and ensure that all remediation actions are documented and compliant with applicable standards
• Actively contribute to the development and refinement of incident reporting procedures, providing feedback on process improvements and remain adaptable to evolving departmental needs to enhance efficiency and accuracy
• Request and document all contractual, financial, and DOT-related claim documents to support further investigations, ensure defensibility, and facilitate future reference or audits
• Search various internal databases for uploaded documentation (bill of lading, customer agreements, etc.), obtain inspection reports from external sources, and compile necessary correspondence between internal and/or external participants (e.g., carrier correspondence)
• Participate in training and development to stay updated on industry changes, company policy updates, and improvement of processing techniques

Qualifications

• High School Diploma/GED with less than 1 year of experience in Transportation/Logistics, Claims, Insurance, Customer Service, or related field
• Preferred Qualifications: Ability to uphold a professional demeanor in all customer interactions, demonstrating empathy and patience in the face of challenging situations; Knowledge of problem reporting and escalation practices; Ability to accurately analyze situations and reach productive decisions based on informed judgment; Ability to maintain composure under pressure; Ability to adapt to a dynamic work environment and shifting priorities and directives; Ability to effectively transmit, receive, and accurately interpret ideas through various mediums; Ability to work with a variety of individuals and groups in a constructive and collaborative manner; Ability to capture and document relevant business information in an auditable, organized, and easily retrievable manner; Ability to process information with high levels of accuracy