Sr. Logistics Claim Coordinator

Mattel•San Bernardino, CA

About The Position

The Senior Claims Coordinator manages an assigned portfolio of carriers and service providers and investigates transportation service issues, customer deductions, shortages, shipment delivery exceptions, and reverse logistics outcomes. The role develops working relationships with assigned carriers to support issue identification, evidence collection, corrective actions, and carrier claims resolution to recover financial losses where applicable. The coordinator executes reverse logistics disposition activities within established policies, procedures, and approval limits, and provides recommendations when cases require escalation. The role assesses liability, determines disposition coding, and documents supporting evidence and rationale for Customer Finance resolution actions. Case documentation must comply with internal disposition guidelines, customer routing guides, service agreements, and carrier contractual obligations. The coordinator manages a high-volume caseload and prioritizes deadlines to meet customer credit terms, contractual service expectations, and statutes of limitation while minimizing financial exposure. The role partners across Customer Fulfillment, Customer Finance, Outbound Transportation, Distribution Center Operations and Inventory teams, Security, Legal Counsel, Global Procurement, and external carriers, customers, and service providers. It also provides day-to-day guidance and training to Claims Coordinators and supports the Supervisor, Logistics Claims with work distribution, process improvements, operational reporting, and team collaboration.

Requirements

High school diploma required; a bachelor’s degree is a plus.
At least 5 years of experience in logistics or transportation operations.
Ability to manage time-sensitive workflows in a fast-paced environment, balance competing priorities, and maintain accuracy and strong documentation.
Excellent written and verbal communication skills and ability to collaborate with cross-functional teams and external carriers, customers, and service providers.
Strong organizational skills; ability to work independently, meet deadlines, and adapt workload to changing business needs.
Proficiency in Microsoft Office, including Excel, Outlook, Word, and Teams.
Strong knowledge of replenishment planning, inventory management, and supply chain processes.
Ability to analyze data at detailed SKU level and broader business or channel level.
Strategic thinking and a continuous improvement mindset; innovative, adaptable, and comfortable in a fast-paced environment.
Strong organizational and project management skills with exceptional attention to detail.
Positive, resilient approach and commitment to high-quality results.
Demonstrated leadership experience, including coaching or managing planning team members.

Nice To Haves

Experience using AS400.
Working knowledge of Microsoft Access.
Experience with proof of delivery documentation, customer deductions, carrier claims, and reverse logistics processes.
Ability to read and interpret carrier contracts and apply requirements and deadlines to exception and claims resolution.
Bachelor’s degree.

Responsibilities

Investigate customer deductions and shortages end to end by validating shipping, receiving, and delivery documentation and determining financial liability.
Collaborate with LTL carriers, Distribution Center Operations, Inventory, and Transportation teams to investigate pallet discrepancies, validate shipment integrity, analyze trailer shipments, identify root causes, and maintain carrier liability in accordance with contractual terms.
Apply customer routing guides, service agreements, carrier contracts, and internal disposition guidelines to determine and document defensible claim outcomes, including disputes, denials, acceptances, or partial approvals.
Maintain complete, audit-ready case documentation and status in HighRadius and other applicable systems to support disposition coding, customer recovery, Finance action, and audits.
Identify recurring deduction trends and recommend corrective actions to reduce recurrence, improve service performance, minimize aging deductions, and improve first-pass resolution.
Manage carrier claims, including investigation, claim preparation, submission, follow-up, and resolution, to recover financial losses when applicable.
File claims within carrier-specific contractual requirements and statute-of-limitation deadlines; track claim status, milestones, and recovery outcomes through closure.
Own relationships for an assigned carrier and service-provider portfolio, supporting issue identification, corrective actions, recovery outcomes, and continuous improvement.
Escalate deadline-risk or out-of-guideline cases with context and recommended actions; analyze claim trends and carrier performance to identify recurring issues and improvements.
Resolve shipment delivery exceptions and coordinate reverse logistics actions to minimize unnecessary returns, transportation costs, and service failures.
Execute return disposition activities within documented guidelines and approval limits, coordinating with Customer Fulfillment and external service providers.
Maintain reverse logistics records documenting disposition decisions, milestones, and incremental costs or cost avoidance and savings when applicable.
Validate eligibility and required documentation for returns credits and credit memo processing, and resolve exceptions to prevent delays and additional costs.
Prioritize time-sensitive cases to reduce detention, storage, and overage exposure and downstream costs from delayed action.
Use knowledge of Mattel’s outbound logistics network, Distribution Center operations, and end-to-end order fulfillment to investigate and resolve transportation issues.
Partner with Distribution Center Operations, Inventory Control, Customer Fulfillment, and Customer Finance to resolve issues affecting customer deliveries and financial recovery.
Provide day-to-day guidance to Claims Coordinators on transportation claims, customer deductions, reverse logistics, carrier contracts, and internal processes.
Train and support team members on systems, standard procedures, best practices, and process improvements.
Support the Supervisor, Logistics Claims with work distribution, process improvements, operational reporting, and team collaboration.