Claims Team Lead, LTL

Maersk•Charlotte, NC

7d•Onsite

About The Position

The Claims Team Lead role is intended for an experienced claims professional who can independently manage core claims work while also supporting the day-to-day coordination, coaching, and operational discipline of a claims team. This role bridges senior individual contributor responsibilities and entry-level people leadership. The colleague is expected to serve as a first point of guidance for less experienced team members, help prioritize work, support consistent claim handling practices, and escalate complex or non-routine matters to the appropriate leader.

Requirements

3+ years of experience in claims, transportation, logistics, insurance, customer service, or a related field.
Proven ability to independently manage claims and resolve complex issues.
Strong knowledge of claims handling principles, investigations, customer communication, and dispute resolution.
Strong analytical, organizational, problem-solving, and communication skills.
Proficiency with Microsoft Office and claims management systems.
Bachelor's degree preferred or an equivalent combination of education and relevant experience.

Nice To Haves

Experience coaching, mentoring, or informally leading colleagues preferred.

Responsibilities

Review, investigate, and resolve transportation claims for loss, damage, shortage, delay, or related customer concerns within defined procedures, contractual terms, and applicable claim handling guidelines.
Respond professionally to written and verbal inquiries from customers, internal stakeholders, carriers, stations, insurers, and other relevant parties.
Gather and evaluate claim documentation, including bills of lading, delivery records, invoices, photographs, inspection results, repair or replacement estimates, customer statements, carrier responses, and other supporting material.
Coordinate inspections, salvage review, mitigation efforts, and subrogation activity when appropriate.
Support consistent claim file quality by reviewing documentation completeness, claim rationale, reserve or settlement support, denials, approvals, and system updates.
Run, review, and distribute operational reports to help identify aged claims, workflow gaps, productivity trends, escalation needs, or compliance concerns.
Assist with day-to-day prioritization of team workload, including helping less experienced colleagues understand urgency, next steps, and required documentation.
Provide coaching, mentoring, and technical guidance to claims colleagues while escalating performance, policy, legal, or high-risk matters to the appropriate manager.
Participate in claim reviews, audits, process discussions, and continuous improvement efforts aimed at improving accuracy, consistency, cycle time, customer experience, and recoveries.
Partner with leadership, legal, compliance, customer experience, operations, and commercial stakeholders on complex claims, disputes, escalations, or recurring claim trends.
Help identify process improvements, training needs, and practical methods for improving claim handling quality and reducing avoidable rework.
Perform other job-related duties as required to support business needs, workload balancing, absence coverage, and operational continuity.