Eagle Logistics Systems: Claims & Compliance Specialist

Position Summary:

The Claims & Compliance Specialist is responsible for investigating customer complaints, claims, inventory discrepancies, and other operational nonconformances to identify root causes and support effective resolution. This position works closely with warehouse operations, customer service, and management teams to ensure compliance with company procedures, customer requirements, and food safety and food defense programs.

The role supports the organization's quality management efforts through auditing activities, monitoring corrective actions, reviewing operational processes, and maintaining compliance with established standards and procedures. The Claims & Compliance Specialist also assists with continuous improvement initiatives by identifying trends, recommending process enhancements, and helping implement solutions that improve operational performance, reduce risk, and enhance customer satisfaction.

Responsibilities:

Claims Management (75%)

• Manage incoming complaints and/or claims received.
• Investigate and help mitigate claim losses.
• Ensure claim resolution on behalf of the division.
• Communicate with customers to request information or provide status on claim resolution.
• Communicate with Client Service team to ensure follow-up with claim communication and payment processing.
• Work closely with manager on claims which are of high value or disputed by customers to find resolution.
• Monitor individual claims inventory to ensure up-to-date status of all claims.
• Perform root cause analysis on recurring claims and complaints and recommend corrective actions.

Reporting (5%)

• Document accurate information and data for use in statistical reports prepared for management.
• Track and report trends related to claims, complaints, corrective actions, and operational performance.

Auditing & Compliance (15%)

• Support inventory discrepancy investigations and resolutions.
• Communicate opportunities with the warehouse operations team and follow up on completion of corrective actions.
• Audit warehouse completion of Food Safety and Food Defense programs and checklists.
• Audit warehouse adherence to SOPs, work instructions, and company policies.
• Assist with internal audits and customer audit preparation activities.
• Review SOPs and quality-related documentation and recommend updates as needed.

Process Improvement (5%)

• Support continuous improvement initiatives focused on operational efficiency, quality, compliance, and customer satisfaction.
• Participate in root cause analysis and corrective action development for recurring operational issues.
• Identify opportunities to improve processes, reduce errors, and strengthen quality controls.
• Assist with implementation and monitoring of process improvement projects.

Requirements:

• Bachelor's degree or equivalent experience.
• Experience in quality assurance, compliance, auditing, process improvement, warehousing, logistics, or related field.
• Working knowledge of Food Safety, Food Defense, GMPs, HACCP, or GFSI-based standards preferred.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Office products, including Excel, Outlook, and Word.
• Ability to work effectively in a fast-paced team environment.
• Candidate must be able to speak, read, and write in English Fluently.
• Proficiency in a second language, especially Spanish, is preferred.