Sr. Logistics Claim Coordinator

Mattel•San Bernardino, CA

3d•$24 - $28•Onsite

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 builds working relationships with assigned carriers to support issue identification, evidence collection, corrective actions, and claims resolution to recover financial losses when applicable. The coordinator executes reverse logistics disposition activities within documented policies, procedures, and approval limits, and provides recommendations when escalation is needed. The role assesses liability, selects appropriate disposition coding, and documents supporting evidence and rationale for Customer Finance resolution. Case documentation must comply with internal disposition guidelines, customer routing guides, service agreements, and carrier contracts. The coordinator manages a high-volume caseload, prioritizing customer credit terms, contractual expectations, and filing deadlines to minimize financial exposure. The position partners across Customer Fulfillment, Customer Finance, Outbound Transportation, Distribution Center Operations and Inventory teams, as well as external carriers, customers, service providers, insurance companies, and other relevant parties. 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.
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.
Adaptability and comfort working in a fast-paced environment.
Strong organizational and project management skills and 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

Bachelor’s degree.
Experience using AS400.
Working knowledge of Microsoft Access.
Experience with proof of delivery (POD) 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.

Responsibilities

Investigate customer deductions and shortages end to end by validating shipping, receiving, and delivery documentation and determining financial liability.
Work with LTL carriers, Distribution Center Operations, Inventory, and Transportation teams to investigate pallet discrepancies and shipment integrity, including analysis of trailer shipments to identify shortage or discrepancy causes.
Apply customer routing guides, service agreements, carrier contracts, and internal disposition guidelines to determine and document defensible claim outcomes.
Maintain complete, audit-ready case documentation and status in HighRadius and other applicable systems to support disposition coding, customer recovery, Finance actions, and audits.
Identify recurring deduction trends and recommend corrective actions to reduce recurrence, improve service, and minimize aging deductions.
Investigate, prepare, submit, follow up on, and resolve carrier claims to recover financial losses when applicable.
Meet carrier-specific filing requirements and statute-of-limitation deadlines; track claim milestones and outcomes and follow claims through closure.
Own relationships for an assigned carrier and service-provider portfolio, supporting issue identification, corrective actions, recovery, and continuous improvement.
Escalate deadline-risk or out-of-guideline cases with context and recommended next steps.
Analyze carrier claim trends and performance and recommend improvements.
Resolve shipment delivery exceptions and coordinate reverse logistics to reduce 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 of decisions and milestones, and quantify incremental costs and cost avoidance or savings when applicable.
Validate eligibility and documentation for returns credits, support credit memo processing, and resolve exceptions.
Prioritize time-sensitive cases to reduce detention, storage, overage, and downstream costs.
Apply knowledge of Mattel's outbound logistics network, Distribution Center operations, and the end-to-end order fulfillment process to investigate and resolve transportation issues.
Partner with Distribution Center Operations, Inventory Control, Customer Fulfillment, and Customer Finance on customer delivery and financial recovery issues.
Provide day-to-day guidance to Claims Coordinators on transportation claims, deductions, reverse logistics, carrier contracts, and internal processes.
Train and support team members on systems, procedures, best practices, and process improvements.
Assist the Supervisor, Logistics Claims with work distribution, process improvements, operational reporting, and team collaboration.