The Administrative Assistant & Claims Specialist plays a critical role in ensuring customer satisfaction by investigating, processing, and resolving various claims related to shipments. This includes claims for undelivered or returned packages, late shipments, and other customer disputes. The ideal candidate will also be responsible for managing and maintaining our claims management software.
RESPONSIBILITIES
Claims Investigation:
Gather and analyze relevant information from customers, internal records, and tracking systems to determine the validity of claims.
Identify root causes of shipment issues (e.g., incorrect addresses, damaged goods, delays) to facilitate problem resolution.
Claims Processing:
Process approved claims in accordance with company policies and procedures.
Issue refunds, credits, or replacement shipments as needed.
Maintain accurate and detailed records in the claims management software.
Customer Communication:
Communicate professionally with carriers via phone and email to provide updates on claim status, explain claim decisions, and answer questions.
Collaborate with other departments (e.g., shipping, logistics) to resolve complex claims.
Data Analysis:
Extract and analyze data from the claims management software to identify trends, recurring issues, and areas for process improvement.
Recommend solutions to reduce the frequency and impact of claims.
QUALIFICATIONS
Required:
High school diploma or equivalent.
Basic proficiency in Microsoft Excel.
Strong data entry skills.
Preferred:
College degree in business, logistics, or related field.
Experience in a customer service or claims-related role.
Bilingual in English and Spanish is a plus.
Ideal Candidate Profile:
Highly detail-oriented: Possesses a meticulous approach to data entry and analysis.
Problem solver: Enjoys investigating issues and finding effective resolutions.
Excellent communicator: Communicates clearly and empathetically with customers.
Team player: Willing to collaborate with colleagues across departments.
Self-motivated: Takes initiative and can work independently with minimal supervision.
This is a full-time, in person position Monday through Friday 7 AM - 4 PM. In order to support our customers, vacation requests are not granted during our peak season unless otherwise required by law.