Job Description
Job Description
About eShipping
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.
Essential Duties and Responsibilities
Duties include but are not limited to the following:
• 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.
Specific Department Duties and Responsibilities
Duties include but are not limited to the following:
• Maintain knowledge of applicable claim laws.
• Manage customer claims with carriers
• Close claims and facilitate payments from carriers to customers.
Required Skills and Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• 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
Minimum Education and Experience
• High school diploma or equivalent
• 1 year of previous customer service experience preferred
Physical Demands and Work Environment
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.
• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess various activities and surroundings.
• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.
• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.
eShipping LLC is an equal opportunity employer.