Claims Operations Supervisor

Eshipping, Llc•Parkville, MO

10d•Onsite

About The Position

eShipping is a logistics and transportation management company headquartered in Kansas City, MO. We strive to provide best-in-class service to our customers through comprehensive logistics solutions that span domestic and international transportation management, warehousing, distribution, technology, business intelligence and financial services. At our core, we are a people-development company and operate under a service-oriented mission and set of core values that inspire every business decision and every daily interaction. If you're interested in joining this special team or learning more about our growing company visit https://eshipping.biz/ . Position Summary The Claims Operations Supervisor will be primarily responsible for all day-to-day operations of the Claims department. This includes directing the team’s work flow each day and serving customers by handling their day-to-day needs and any questions that may arise. Responsibilities for this position entail assigning and overseeing the team work schedules to ensure coverage of the department, training new team members on how to complete the different requests from customers, and solving problems under tight deadlines. This position will also assist in the creation, tracking and reporting of the departments Key Initiatives. This position will regularly interact with customers, as well as our Solutions, Account Management, Financial Operations, and Executive teams and will be the lead source for any assistance needed from these groups.

Requirements

Ability to work independently with minimal leadership oversight
Ability to effectively interact with other employees of the organization
Excellent customer service, time management, and prioritization skills
Excellent oral and written communication skills in person and via phone
Ability to understand, interpret, and explain complex and abstract Solutions issues and respond appropriately
Able to utilize sound, independent judgment and make responsible decisions and recommendations
Excellent follow-through and detail orientation
Able to effectively utilize computer programs including Word and Excel and transportation management system
High school diploma or equivalent
1 year of previous customer service experience preferred

Responsibilities

Troubleshoot and communicate effectively, both verbally and in writing with customers, carriers and internal staff
Lead customer-facing conversations during escalations, delivering difficult messages with empathy while setting clear and realistic expectations
Act as the “face of the team,” ensuring all customer interactions reflect company values, service standards, and commitment to excellence
Help direct the team’s work flow each day
Train new team members on the department’s procedures and responsibilities
Work to sustain a high level of enthusiasm and comradery amongst team members
Effectively utilize reporting in a way that identifies both positive and negative trends
Give counsel on claims that are out of the normal customer service practices and act as support for client escalations
Act as the 2nd level support for issues that need escalation.
Initiate, promote and implement change to improve workflow and efficiency
Other duties as required by senior staff.
Maintain knowledge of applicable claim laws.
Manage customer claims with carriers
Close claims and facilitate payments from carriers to customers.