OSD/Cargo Claims Intake Representative I

J.B. Hunt•Lowell, AR

About The Position

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. The incumbent will ensure timely action plans to mitigate loss and ensure accurate documentation of all details surrounding each incident.

Requirements

High School Diploma/GED with less than 1 year of experience in Transportation/Logistics, Claims, Insurance, Customer Service, or related field
Ability to type at least 40 words-per-minute
This position is not eligible for employment-based sponsorship.

Nice To Haves

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

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; assess collected information, as well as identify missing, incorrect, or updated claim information, to determine appropriate course of action and establish timely action plans
Ensure timely and accurate data entry across internal and customer systems by streamlining workflows, effectively prioritizing tasks, maintaining clear communication, and consistently updating both internal teams and customers; monitor timelines and ensure timely follow-up on outstanding items
Leverage extensive verbal and written communication skills to cultivate strong relationships with internal and external customers to mitigate exposure; 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 ensuring that all remediation actions are documented and compliant with applicable standards
Actively contribute to the development and refinement of incident reporting procedures; provide 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. This often includes searching various internal databases for uploaded documentation (bill of lading, customer agreements, etc.), obtaining inspection reports from external sources, and compiling 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