Farmer Brothers Company

  • Claims Investigators

    Job ID
    Customer Service
  • Overview

    This position is responsible for accurately investigating shipment exceptions/claims and short-pays, interpreting and auditing claims data, creating value added reporting, and analyzation of claims trends to drive equitable claims resolution. 


    • Investigates the validity of all National Account freight claims and assembles required documentation.
    • Maintains database for claims tracking from initial filing through resolution of claim.  Maintains electronic freight claim files and documentation in an organized manner. 
    • Maintains working relationships with customers, carriers and co-workers to facilitate functions of claims processing and investigations.
    • Identifies, analyzes and communicates claims trends to appropriate cross functional teams. 
    • Short pay research - Investigates, completes ABC if necessary, acquire and provide appropriate back-up for dispute (BOL, cycle counts, reconstruct shipments, etc.)
    • Damages - Investigates, competes appropriate paperwork for claims, tracks submitted claims and follow-up.
    • Provide all necessary documentation to cross-functional teams for resolutions. 
    • Responds to customer inquiries on any issues relating to freight claims.
    • Complete returns from shipping. 
    • Enters cases & RMAs into JDE for return tracking purposes.
    • Generates credits & bill outs for customers. 
    • Enters Quality Incident complaints and inquiries for national accounts - following up with QA and providing the resolution to the customer.
    • Maintains Quality Incident tracker (database) from initial notification to completion. 
    • Other duties as assigned. 


    • High School Graduate.  College Courses or Degree in finance or business related classes a plus. 
    • One plus years in general office/accounting positions. 
    • Minimum 2 years related experience and/or training.
    • Experience in customer service and the transportation industry preferred. 
    • Strong Computer Skills - Intermediate-level in the use of MS Word and Excel.  Comfortable with Outlook.
    • Proactive, "can-do" attitude - Willing to assist others when needed, look for ways to improve systems or procedures, continuous improvement in serving internal and external customers. 
    • Excellent verbal and written communication skills - Able to express ideas and communicate issues and problems thoroughly and concisely. 
    • Use proper business email and letter format, with appropriate grammar and accurate spelling.
    • Strong written and verbal communication.
    • Ability to communicate with different levels of management. 
    • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
    • Ability to multi-task and prioritize work.
    • Work well under pressure with a sense of urgency / Time-management.  


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