What are the responsibilities and job description for the Freight Claim Specialist position at Freightclaims.com?
About FreightClaims.com
FreightClaims.com is the leading freight claim management platform used by shippers, brokers, and carriers to streamline claim submission, automate documentation, and accelerate recovery. Our technology-driven workflows and industry expertise reduce cycle time, increase recovery success, and improve the claims experience.
Role Summary
The Freight Claim Specialist manages freight loss & damage claims from intake through settlement. This role requires strong documentation practices, understanding of domestic and international freight liability, and the ability to professionally communicate with both customers and carrier claim departments. Ideal candidates bring experience from both LTL carrier claims departments and 3PL/Broker claim teams, with working knowledge of The Carmack Amendment, international cargo conventions, and carrier tariff applications.
Key Responsibilities
Claim Intake & Documentation
- Review new claims for accuracy, liability exposure, and documentation completeness.
- Collect and validate documentation including BOLs, PODs, OS&D reports, invoices, rate confirmations, packing photos, and carrier forms.
- Ensure claims meet all filing deadlines under 49 CFR Part 370 and applicable international conventions (e.g., CMR, Warsaw/Montreal Convention, Hague-Visby, etc.).
- Maintain complete and organized claim files in FreightClaims.com.
Domestic & International Claim Submission
- Prepare and file claims with LTL, TL, Freight Forwarders, NVOCCs, Air Cargo carriers, and Ocean carriers.
- Apply correct liability frameworks:
- Carmack Amendment (domestic motor cargo claims)
- Released value, declared value, and tariff limitation rules
- International treaty-based limits and jurisdiction rules
- Communicate with carriers in portal-based systems and email-based workflows.
- Track claim progress and follow up at standardized intervals (7 / 14 / 30 / 60 days).
Customer Communication & Support
- Provide claim status updates and required next steps to customers.
- Explain liability decisions, settlement logic, and recoverability limitations.
- Support customers in strengthening packaging, documentation, and receiving procedures to prevent repeat loss/damage risks.
Appeals, Settlement Negotiation & Recovery
- Review carrier denials and determine appeal viability based on:
- Carmack liability exceptions
- Contributory negligence
- Packaging and concealed damage standards
- International cargo convention limitations
- Draft carrier appeals with supporting evidence and documentation.
- Negotiate settlement outcomes professionally and in alignment with carrier tariffs and legal frameworks.
Required Skills & Experience
- 3 years cargo/freight claim handling experience, ideally across both:
- LTL carrier claims departments
- 3PL / Brokerage claims or customer service environments
- Strong knowledge of:
- The Carmack Amendment & domestic cargo liability rules
- NMFC classifications, tariff rules, and accessorial codes
- International cargo liability frameworks (e.g., CMR, Montreal/Warsaw Convention, ocean bill of lading limitations)
- Ability to handle high-volume active claim queues (50–150 open cases).
- Strong written communication for crafting claim narratives and appeals.
- Professional customer communication style and follow-through discipline.
- Comfort working in claim portals, TMS/ERP systems, and documentation platforms.
- CCP Certification (Certified Claims Professional) preferred.
Success Metrics
- Claim cycle time reduction
- Recovery rate increase
- Appeal success rate
- Customer satisfaction (response time & clarity)
- Workflow compliance & documentation accuracy