Job Description

We are looking for a Claims Specialist to lead and oversee global cargo claims cases for our freight operations. This role is based at our global headquarters and serves as the central contact for managing, streamlining, and improving our claims handling process. You will work closely with internal stakeholders and insurance partners to ensure fair, timely, and compliant resolutions while driving operational efficiency and reducing financial loss.

KEY RESPONSIBILITIES

• Global Case Management: Oversee cargo claims across global regions. Review documents, validate case accuracy, and ensure resolutions align with insurance policies and company guidelines.
• Priority Case Handling: Proactively track and manage high-value or time-sensitive claims to maintain customer confidence and ensure swift action.
• Insurance & Legal Liaison: Serve as the primary contact for insurance companies and legal teams. Support negotiations, dispute handling, and case transfers.
• Process Optimization: Collaborate with operations, finance, and legal teams to refine workflows and implement claims-related SOPs and best practices.
• Internal Training: Educate service centers and account managers on claim procedures to enhance accuracy and processing speed.
• Reporting & Compliance: Generate regular claims reports, monitor pending cases, and ensure all records meet audit and insurance compliance standards.

ESSENTIAL JOB QUALIFICATIONS

Education/Technical Skills

• Bachelor’s degree in any discipline; majors in logistics, insurance, risk management, or business administration are preferred.
  

Knowledge/ Work Experience

• 3–5 years of relevant experience in cargo claims, freight insurance, logistics operations, or risk management.
• Experience handling high-value or international cases is a strong advantage.
  Background in process improvement, SOP development, or cross-functional collaboration is preferred.
• Fluent in Mandarin; proficient in English (verbal and written), capable of preparing reports and communicating with insurance partners.
• Strong attention to detail and document accuracy.
• Solid negotiation, coordination, and stakeholder management skills.
• Familiarity with cargo insurance, freight operations, and basic liability terms.
• Proficient in Microsoft Office (Word, Excel, Outlook); experience with claims systems or ERP tools is a plus.
• Insurance or risk-related certifications are a plus.
  

Key Behavioral Competencies

• Detail-Orientation & Analytical Rigor: Exceptional focus on precision and accuracy when reviewing dense cargo claim documents, validating case details, and ensuring all records meet strict audit and insurance compliance standards.
• Customer & Service Orientation: Proactive and empathetic in managing high-value or time-sensitive claims, maintaining strong customer confidence through swift action and clear, professional communication during stressful claim events.
• Collaborative & Stakeholder Coordination: Strong interpersonal and negotiation skills to work effectively across internal operations, finance, and legal teams, as well as external insurance partners, to drive fair and timely dispute resolutions.
• Time Management & Task Prioritization: Efficient in handling a steady volume of daily transactions and claims; able to organize routine tasks systematically to meet established turnaround time (SLA) targets.