Make an impact where customer service, problem solving, and risk management meet!
At the heart of every successful delivery is a commitment to protecting our customers, our drivers, and our business. As an Overage, Shortages & Damages (OS&D) Coordinator, you'll play a critical role in managing freight expectation and minimizing potential cargo losses. Acting as a key liaison between drivers, customers, and internal teams, you'll investigate incidents, gather critical information, and drive resolutions that support exceptional customer service.
This position is ideal for someone who thrives in a fast-paced environment, enjoys solving complex issues, and can remain calm, professional, and detail-oriented during challenging situations.
What You'll Do
- Serve as the primary point of contact for OS&D-related events during normal business hours, ensuring cargo, equipment, and customer needs are addressed promptly.
- Investigate freight exceptions by interviewing drivers, customers, and other stakeholders to determine root causes and identify resolution strategies.
- Communicate and collaborate with the Claims Administrator regarding actual and potential cargo claims.
- Establish, maintain, and manage claim files, ensuring accurate and complete documentation.
- Enter and maintain claim information within the AS400 system.
- Partner with drivers and customers to resolve overage, shortage, and damage situations as they arise or by the next business day.
- Work closely with the Claims Administrator and Risk Manager to ensure OS&D incidents are handled efficiently, effectively, and in accordance with company and customer expectations.
- Provide timely updates and maintain clear communication throughout the resolution process.
- Support additional projects and responsibilities as assigned.
Schedule
Monday - Friday | 8:00 AM - 5:00 PM
What We're Looking For
Preferred Qualifications
- Experience using Microsoft Office Suite, including Word, Excel, and PowerPoint.
- Strong verbal and written communication skills with the ability to communicate clearly during time-sensitive situations.
- Exceptional investigative and information-gathering abilities, particularly when managing high-pressure or crisis-related events.
- Strong organizational skills with the ability to prioritize multiple tasks and changing priorities.
- Detail-oriented mindset with a commitment to accuracy and customer satisfaction.
- Previous transportation, logistics, claims, or AS400 experience is preferred.
Why Join Us?
You'll join a team that plays a vital role in protecting customer relationships, preserving company assets, and ensuring operational excellence. Every day presents a new challenge, giving you the opportunity to make meaningful decisions, collaborate across departments, and have a direct impact on customer success and business performance.
Company Overview
Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1+ billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.
With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.
Equal Opportunity Statement
Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender, gender identity, pregnancy (including childbirth, lactation and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.