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 #J-18808-Ljbffr