Manager of OS&D (Overages, Shortages & Damages)

Department:

Job Description:

JOB SUMMARY: When a delivered product is rejected by the consignee, the OS&D Manager is responsible for remotely investigating the claim for overages, shortages, damages, discrepancies, spoilage, and/or loss. The primary purpose of this role is to communicate between the driver, the intended receiver, and the customer concerning the disposition of the undeliverable freight while protecting the interest of the company and the customer.

JOB DESCRIPTION:

Key Responsibilities:

Leadership and Team Management

• Mentor and guide OS&D team members.
• Promote a proactive, customer-focused team culture.
• Ensure adherence to company policies and professional development
• Managing all administration processes to include interviewing of candidates, promotion recommendations, performance appraisals, and counseling

Compliance and Regulatory Oversight

• Monitor and enforce compliance with transportation and temperature control regulations.
• Stay current on industry standards and legal requirements

Quality Assurance

• Implement and maintain QA protocols for temperature-sensitive cargo.
• Conduct inspections and audits to ensure compliance and cargo integrity.
• Assessing contractual language between the shipper/consignee and Stevens Transport to best determine liability, damage amount including limits of liability, financial impact and all other aspects of the freight claim

Operational Oversight

• Supervise temperature monitoring and OS&D case resolution.
• Ensure accurate documentation and reporting of claims and temperature logs.
• Investigation of customer claims of overages, shortages, and damaged freight
• Providing drivers with complete and thorough instructions on acceptable protocol and following up accordingly
• Ensuring that each file has the proper documentation to support the finalization of the claim
• Notifying internal Operations personnel to make arrangements to track, secure and redeliver rejected freight

Process Improvement

• Identify and implement improvements in OS&D handling and temperature control.
• Lead initiatives to enhance efficiency and reduce risk

Customer Communication

• Act as escalation point for customer issues related to OS&D.
• Provide timely updates and resolution support.

Training and Development

• Conduct training on best practices in claims handling, temperature control, and customer service.
• Share knowledge on new technologies and regulatory updates.

QUALIFICATIONS:

Minimum Qualifications:

• 3+ years of freight claims processing experience
• Supervisory/managerial experience within a distribution/logistics environment
• Expertise in shipping, receiving and inventory management and transportation
• Proficient in advanced Microsoft Excel functions, including but not limited to, basic reporting functions and formatting, VLOOKUP, IF, and pivot tables
• The ability multi-task and perform accurately and reliably in a fast-paced environment with rapidly changing priorities 

Preferred Qualifications:

• Experience with AS/400
• Work with a high degree of integrity and dependability
• Must be a self-starter with a high level of independent organization skills
• The ability to effectively communicate with co-workers, management and third parties even during challenging situations
• Strong critical thinking and thorough problem-solving skills
• Superior attention to detail, organization, cross-group collaboration, and project management skills
• Logistics certifications preferred

Skills & Abilities:

• Delegation
• Leadership
• Case management
• Claims processing
• Loss investigation
• Evidence collection
• Negotiation
• Performance management
• Data analysis
• Critical thinking
• Root cause identification
• Problem solving
• Dealing with ambiguity
• Decision making
• Research
• Communication
• Team mentorship
• KPI management

PHYSICAL DEMANDS:

• Prolonged periods sitting at a desk and working on a computer
• Regular use of hand and finger dexterity

Work Experience:

• 3+ years of freight claims processing experience

Workshift:

Education:

In compliance with Federal and State equal employment opportunity laws, qualified candidates are considered for all positions without regard to race, color, religion, sex, national origin, age, marital status, veteran status, non-job-related disability, or any other protected group status.