About this role
Claims and Fulfillment Support Specialist
Position Summary
The Claims and Fulfillment Support Specialist owns TMC’s UPS shipping claims from submission through payment and keeps the internal claims tracker current. The role also resolves order reconciliation and return shipment tasks, executes refills as directed by the data leadership team, and partners with the Customer Service (CS) team on customer email communications.
Responsibilities:
UPS Claims (Primary Focus)
- Submit all required claims to UPS with complete supporting documentation, within carrier and insurer filing deadlines.
- Follow up with UPS on open, pending, and denied claims, escalating to TMC management as needed.
- Request missing documentation (such as photos, screenshots, and tracking information) from the CS team and Noom when needed to support a claim.
- Confirm payment on closed claims and record the amount paid against the amount claimed.
Claims Tracking
- Maintain the internal claims tracker with the current status of every claim, from submission through payment or denial.
- Record the cause of each claim (lost, damaged, delayed, or temperature-related) and the reason for any denial.
- Report claim status and denial trends to TMC management on a regular schedule.
Order Reconciliation
- Follow up on tasks generated by order reconciliation, such as updated licenses and licenses not on file.
- Close each task and document the outcome so the order reconciliation team can confirm resolution.
Return Shipments
- Follow up on assigned tasks related to return shipments.
Refills
- Execute refills as directed by the data leadership team.
Customer Service Emails
- Partner with the CS team to send customer emails as directed by CS leadership.