Senior Transportation Supervisor (Logistics Claims Contact Center)
Tyson FoodsJob 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…