This role involves supporting the investigation and resolution of shipment-related claims and delivery complaints. The successful candidate will work closely with various departments to identify discrepancies, gather evidence, and ensure timely resolution of issues. This position offers an excellent opportunity to develop a strong understanding of logistics processes, enhance data management skills, and contribute to improving operational efficiency.
Key Responsibilities
Claim Investigation: Assist in investigating shipment claims by identifying inconsistencies and collecting relevant evidence to determine the root cause of issues.
Complaint Management: Review delivery-related complaints, analyze the nature of the problems, and coordinate with appropriate teams to facilitate thorough investigations and resolutions.
Logistics Process Understanding: Gain knowledge of the entire shipment lifecycle, including booking, transit, delivery, returns, and the handling of Proof of Delivery (POD) and Proof of Return (POR) documentation.
Excel & Data Management: Maintain detailed claim records, update investigation trackers, analyze data trends, and prepare reports using Microsoft Excel.
Documentation & Evidence Review: Verify shipment details, delivery records, customer complaints, photographs, emails, and other supporting documents to ensure accuracy.
Coordination & Follow-ups: Liaise with operational teams to obtain investigation results, supporting evidence, and ensure timely responses to claims.
Reporting: Assist in compiling claim summaries, identifying recurring issues, and highlighting gaps or deviations in investigation processes.
SOP Compliance: Ensure all claim investigations and documentation adhere to the department’s standard operating procedures and escalation protocols.
Required Qualifications
- Proficient working knowledge of Microsoft Excel, including formulas, data filtering, sorting, and spreadsheet maintenance.
- Basic understanding of logistics, courier operations, and shipment handling processes.
- Ability to comprehend delivery workflows and customer complaint dynamics.
- Strong analytical and problem-solving capabilities.
- Effective written and verbal communication skills.
- High attention to detail with the ability to review records accurately.
- Willingness to learn claim investigation procedures and collaborate with multiple departments.
Preferred Qualifications and Benefits
- Practical exposure to claim investigations and complaint handling.
- Enhanced understanding of shipment tracking, delivery, returns, and POD/POR processes.
- Experience in Excel-based reporting and managing claim data.
- Opportunity to engage in cross-functional coordination and contribute to operational process improvements.
The ideal candidate is detail-oriented and analytical, with a solid grasp of Excel and foundational logistics knowledge. They should be motivated to learn, capable of managing investigation records efficiently, and comfortable working collaboratively with different teams to support timely claim resolution.
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