Customer Service & Freight Claims Specialist

Location: Tampa, FL (On-Site) Job Type: Full-Time Schedule: Monday through Friday, 8:00 AM to 5:00 PM Compensation: Based on experience About the Position: Budget Heating & Air Conditioning, Inc., a family-owned HVAC co-distributor serving customers nationwide since 1992, we're seeking a highly organized, detail-oriented Customer Service & Freight Claims Specialist to join our Tampa team. This position combines customer service, freight and parcel claims management, and shipping coordination into one dynamic role. We are looking for someone who excels at multitasking, takes ownership of problems, and can independently manage multiple tasks without constant supervision or follow-up requests from management. The ideal candidate must have excellent customer service and conflict resolution skills, strong computer proficiency, and the ability to work efficiently across multiple software programs and computer monitors. This is a fast-paced office position that requires exceptional attention to detail, strong communication skills, and the ability to see problems through from start to finish from 3 different lenses (the customer, the freight carrier, the company). Primary Responsibilities: Customer Service (Approximately 50%) Answer incoming customer phone calls, website live chats, and customer service support tickets. Assist customers with order statuses, shipment tracking, delivery delays, missing merchandise, incorrect items, damages and other order-related inquiries. Research customer concerns using internal order management systems, carrier websites, and other resources. Communicate professionally and effectively with customers, including those who may be frustrated or dissatisfied. Resolve customer issues independently whenever possible and coordinate with other departments when necessary. Maintain accurate documentation of customer interactions and follow-up activities via our CRM system. Freight & Parcel Claims Management (Approximately 40%) Serve as the primary point of contact for customers experiencing damaged, lost, missing, or refused shipments. Communicate directly with LTL freight carriers and parcel carriers, including FedEx, UPS, and USPS, to investigate shipment issues. File, track, negotiate, and follow up on freight and parcel damage/loss claims on behalf of the company and its customers. Dispute improperly denied claims and negotiate settlements with carrier representatives. Communicate claim outcomes internally and coordinate customer refunds, credits, or replacement shipments. Work directly with freight terminals, carrier representatives, customers, and warehouse personnel to resolve delivery complications. Coordinate the return of refused or damaged freight to our Tampa, FL or Houston, TX warehouses. Track returned merchandise and assign appropriate damage/condition classifications within our internal inventory systems. Work with warehouse managers and our on-site technician to coordinate inspections, repairs, and potential resale of cosmetically damaged merchandise. Coordinate replacement shipments with customers and warehouse teams to minimize delivery disruptions. Maintain detailed records of open claims, damaged inventory, returned shipments, and claim statuses and settlements. Shipping & Label Generation (Approximately 10%) Use third-party shipping software to obtain parcel shipping quotes. Generate shipping labels for FedEx, UPS, USPS, and other supported carriers. Verify shipment information for accuracy, including addresses, package dimensions, weights, and shipping services. Coordinate with warehouse personnel as needed to ensure accurate and timely shipment processing. Qualifications: Excellent customer service skills with a professional, patient, and solution-oriented attitude. Prior experience or working knowledge of LTL freight, shipping logistics, or freight claims. (preferred not required) Exceptional attention to detail and organizational skills. Strong multitasking abilities and the capability…

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