Senior Transportation Supervisor (Logistics Claims Contact Center)

Job Details:

Senior Transportation Supervisor, Logistics Claims Contact Center

Role Purpose

The Senior Supervisor, Logistics Claims Contact Center leads Senior Administrators who intake, document, and disposition logistics claims from Tyson’s private fleet, dedicated carriers, and common carriers reported at or near delivery. This role is responsible for ensuring that high‑volume, time‑critical events are captured accurately, escalated appropriately, and documented to ensure downstream financial recovery, compliance, and operational continuity. Because Logistics Claim / OS&D (Overage, Shortage, & Damage) cases involve stranded carriers and perishable product with limited shelf life, the role drives timely decisions that protect product value, reduce exposure, and keep freight moving.

This is not a traditional call center role. It is the first control point in Tyson’s logistics risk and claims lifecycle.

Key Responsibilities

Enterprise Intake & Triage Leadership

• Lead daily operations of the Logistics Claims Contact Center handling carrier and driver notifications for:
  • OS&D
  • Load refusals
  • Temperature deviations
  • Accidents, theft, fires, and load shifts
• Ensure accurate creation of pre‑deduction cases in enterprise claims systems at first notification.
• Balance operational urgency (keeping trucks moving) with documentation quality that preserves claim recoverability.

Escalation & Risk Identification

• Enforce severity‑based triage rules to identify and escalate high‑risk or high‑value incidents to High Priority (HP) leadership.
• Ensure time‑sensitive handoffs to FSQA (Food Safety Quality Assurance), Transportation, Plants, and Sales when required.
• Prevent misclassification of severe events that could result in unrecoverable losses.

Compliance, Safety & Documentation Control

• Ensure POD (Proof of Delivery) remarks, call notes, and disposition guidance are accurate, factual, and defensible.
• Enforce fleet safety and compliance standards (no unsafe driver actions).
• Act as the first audit‑quality checkpoint in the Logistics Claims lifecycle.

People Leadership & Performance Management

• Supervise, coach, and develop Senior Administrators.
• Establish performance expectations tied to accuracy, risk awareness, and escalation quality, not just speed or call volume.
• Conduct quality reviews using call recordings and system audits.

Reporting & Continuous Improvement

• Monitor call trends, intake errors, and escalation frequency.
• Identify systemic issues feeding HP or VCC (Validate Claims Collections) downstream.
• Partner with Claims leadership and IT to improve intake workflows and data quality.

Role Impact Statement

This role directly influences whether logistics claims are recoverable or lost. Errors at intake scale rapidly due to volume and can result in detention costs, accessorial exposure, denied carrier claims, and audit risk.

Preferred Attributes 

• Call center leadership, performance audit, claims, and analysis experience.

• Strong Excel and reporting capability. 

• Ability to manage recurring reporting processes with accuracy and attention to detail. 

• Comfortable collaborating with multiple stakeholders across Logistics, Operations, Supply Chain, Commercial, and more.

• Curiosity to understand business drivers behind Claims trends.

• Ability to prepare executive-ready materials with clear, concise commentary and well-organized analysis. 

• Leadership:The right person will be a servant leader with the ability to connect with and coach direct reports.

Requirements 

Education: Bachelor's degree preferred in Business, Supply Chain, or related field. Experience to be considered in lieu.

Experience: Preferred 3 years of experience, preferably with an emphasis on Customer Service, Logistics, or Call Center operations. 

Technical Skills: Intermediate computer skills required, with proficiency in Microsoft Office (Excel, PowerPoint, Word). Ability to leverage AI to accelerate technical and analytical skills. Experience with reporting tools, dashboards (Power BI), or call center systems is a plus. 

Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with key management and leadership at multiple levels.  

Leadership Communication: Ability to communicate clearly and constructively as a leader of direct reports, including setting expectations, delivering coaching and performance feedback, and keeping the team informed and aligned.

Analytical Skills: Strong analytical mindset with the ability to organize data, identify trends, prepare summaries, and translate claims information into clear insights for business partners. 

Supervisory Responsibilities: This role leads a team of 10 direct reports 

Travel: Minimal travel may be required. 

* RESUME REQUIRED TO BE CONSIDERED FOR THIS ROLE *

Relocation Assistance Eligible:

Work Shift:

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Hourly Applicants ONLY -You must complete the task after submitting your application to provide additional information to be considered for employment.

The successful candidate(s) must be willing and able to perform the physical requirements of the job with or without a reasonable accommodation.

Tyson is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity, disability or veteran status.

We provide our team members and their families with paid time off; 401(k) plans; affordable health, life, dental, vision and prescription drug benefits; and more.

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