Freight Claims Analyst

Overview

Job Title: OS&D Analyst (Customer Support & Resolution)

Location: Remote

Department: Claims

Reports To: Director of Claims

About Fusion Transport

Fusion Transport is a rapidly growing, integrated third-party logistics provider offering brokerage, warehousing, and retail consolidation solutions nationwide. With more than 25 years of industry experience and a multi-state footprint, Fusion Transport delivers customized, technology-enabled supply chain solutions to a diverse customer base.

Position Overview

The OS&D Analyst plays a critical front-line role in supporting customers and operations by managing overage, shortage, and damage-related activity before issues become formal claims. This position functions primarily as a customer service and resolution role, acting as the liaison between customers, warehouse operations, and internal teams to research discrepancies, coordinate follow-ups, and drive timely resolution.

This role is well-suited for a detail-oriented individual with strong customer service and clerical skills who is comfortable working in a call-center style environment. Warehouse or logistics experience is a plus, but not required. This role may be fully remote and requires reliable phone and computer access.

Key Responsibilities

Customer Support & Case Management

• Serve as the primary point of contact for customers regarding shortages, damages, missing deliveries, overages, and returns.
• Respond to inbound calls, emails, and case submissions in a professional, service-oriented manner.
• Open, track, and manage OS&D cases from initial report through resolution.
• Provide customers with updates, findings, and next steps throughout the investigation process.
• Handle all OS&D-related matters prior to formal claim submission, including:
• OS&D follow-ups
• Proof of delivery and shipment research
• Photo and documentation collection
• Act as the middle point between customers and warehouse teams to research discrepancies.
• Partner with warehouse operations to verify inventory, review footage or documentation, and locate missing freight.
• Ensure all findings are accurately documented and communicated.
• Maintain detailed case notes, logs, and supporting documentation in internal systems.
• Request, collect, and organize BOLs, PODs, photos, and inventory reports.
• Prepare cases for escalation to claims when required.
• Support audit requests, customer inquiries, and internal reporting needs.

Reporting & Process Support

• Track open OS&D activity, response times, and resolution status.
• Identify recurring issues and communicate trends to leadership.
• Support continuous improvement efforts related to discrepancy handling, customer communication, and documentation processes.

Qualifications

• 1–3 years of experience in customer service, call center, administrative, clerical, logistics support, or operations support roles.
• Strong customer service mindset with the ability to handle sensitive or escalated issues professionally.
• Excellent verbal and written communication skills.
• High attention to detail and strong organizational skills.
• Comfortable working in a phone- and email-driven environment.
• Ability to manage multiple cases simultaneously and meet response timelines.
• Proficient in Microsoft Office (Outlook, Excel, Word) and general business systems.

Preferred Qualifications

• Experience in logistics, warehousing, transportation, or 3PL environments.
• Familiarity with OS&D, freight discrepancies, or inventory support.
• Experience working cross-functionally between customers and operations teams.
• Remote customer support experience.
• May be fully remote.
• Must have reliable internet and phone access.
• Primarily phone, email, and system-based work.
• Interaction with customers, warehouses, and internal operations teams daily.

Key Performance Indicators

• Case response time
• Resolution cycle time
• Accuracy and documentation quality
• Volume of OS&D issues resolved before claim stage