Claims Coordinator Job at OneDayOnly

Responsibilities:

Investigating Claims

• Investigate lost, damaged, tampered and other claimable courier events.
• Scrutinise claims against information in our systems to establish whether they are genuinely claimable.
• Evaluate PODs signatures and analyse GPS coordinates against delivery addresses
• Verify that incidents and damages were reported within the required timeframes.
• Gather and validate supporting evidence, including photographs of products, damaged packaging, protective packaging, fragile indicators and courier incident reports.
• Approach every claim with a critical eye - investigate the details, verify the evidence and make sure the full story adds up

Maximising Recovery

• Assess the financial viability of pursuing a claim based on claim limits and carrier T&Cs
• Identify commercially sensible solutions such as replacement parts or salvage where a traditional claim isn't viable.
• Prepare and submit complete claim documentation across multiple courier portals and processes.
• Track outstanding, paid and disputed claims and follow up proactively.

Working With Couriers & Internal Teams

• Act as an operational contact for courier claims departments and insurer representatives.
• Challenge incorrect or unsupported repudiations and negotiate claim outcomes.
• Build strong courier relationships while remaining firm on ODO's financial recovery requirements.
• Work with Finance to obtain and verify invoices and supporting documentation.
• Maintain accurate information across internal systems, ensuring automated workflows continue to run correctly.
• Assist CS Management with larger-scale loss events and insurance claims where required.

Improving the Process

• Analyse claim data to identify recurring courier, damage and loss trends.
• Highlight root causes and opportunities to reduce future losses.
• Identify process improvements and cost-saving opportunities.
• Stay up to date with courier T&Cs, claim requirements and insurance terms.

Experience and Qualifications

• Grade 12 / Matric required.
• 1–2 years' experience in logistics, supply chain, courier claims, insurance administration or a similar operational environment advantageous.
• E-commerce experience is advantageous.
• Experience working with commercial T&Cs, claims processes or insurance policies highly advantageous.
• Experience with CRM ticketing systems, such as Zendesk.
• Strong Google Sheets / Excel skills and confidence working with data.
• Comfortable using Google Drive and task-management tools, such as Asana.
• Experience with invoice preparation, POD auditing and digital document management is advantageous.
• Organised and you can manage multiple claims, deadlines and long-running investigations without losing track.
• A strong communicator and can deal confidently with couriers, Finance
• and CS Management.
• A fast learner – you're comfortable learning new systems, processes, T&Cs
• and claim requirements.