Sr. Logistics Claim Coordinator

The Opportunity

The Senior Claims Coordinator manages an assigned portfolio of carrier and service providers and is responsible for investigating transportation service issues and resolving customer deductions, shortages, shipment delivery exceptions, and reverse logistics outcomes.

The role develops and maintains working relationships with assigned carriers to support timely issue identification, evidence collection, corrective action, and carrier claims resolution to recover financial loss when applicable.

The role executes reverse logistics disposition activities within established policies, documented procedures and approval limits established by the Supervisor, Logistics Claims or Sr. Manager of Transportation and provides disposition recommendations when escalation is required.

The role performs liability assessment determines appropriate disposition coding and documents supporting evidence and rationale to enable Customer Finance resolution actions. This role ensures all case documentation complies with internal disposition guidelines, customer routing guides, service agreements, and carrier contractual obligations.

The role prioritizes and manages a high-volume caseload to meet customer credit terms, contractual service expectations and statute-of-limitation requirements, to minimize financial exposure risk.

III. What Your Impact Will Be

• Deductions / Shortages ($65M Annual Department Exposure)
• LTL Shipper Load and Count (SLC) - Collaborate with all LTL carriers, Distribution Center Operations, Inventory, and Transportation teams to investigate pallet discrepancies, validate shipment integrity, and ensure carrier liability is maintained for each shipment in accordance with contractual terms. This would include but not limited to investigating and analyzing all shipments loaded on a trailer to identify the root cause of shortages or discrepancies
• Own end-to-end investigation of customer deductions and shortages by validating shipping, receiving and delivery documentation and determining financial liability to support Customer Finance resolution actions.
• Apply customer routing guides, service agreements, carrier contracts and internal disposition guidelines to determine and document defensible claim outcomes (e.g., dispute, deny, accept, or partial approval) supported by complete evidence.
• Maintain complete and audit ready documentation within HighRadius and other applicable systems to support disposition coding, customer recovery efforts, and internal and external audits.
• Identify recurring deduction trends and recommend corrective actions to reduce recurrence, improve service performance and minimize aging deductions.
• Maintain accurate case documentation and status to enable timely Finance action and improve first-pass resolution.
• Carrier Claims (Over $1M Annual Department Exposure)
• Manage carrier claim activities when applicable to recover financial loss, including investigation, claim preparation, submission, follow-up, and resolution.
• Ensure all claims are filed within carrier-specific contractual requirements and statute-of-limitation deadlines to maximize recovery opportunities and minimize financial exposure.
• Maintain a claims log and supporting system records to track claim status, milestones, and recovery outcomes, and ensure timely follow-up through closure.
• Maintain carrier relationship ownership for an assigned provider portfolio to support consistent issue identification, corrective action follow-through, efficient recovery outcomes and continuous improvement.
• Escalate deadline-risk or out-of-guideline cases with context and recommended path forward to protect recovery opportunities and minimize exposure.
• Analyze claim trends and carrier performance to identify recurring transportation issues and recommend improvements.
• Reverse Logistics & Returns Credits
• Resolve shipment delivery exceptions and coordinate reverse logistics actions to minimize unnecessary returns, additional transportation cost, and service failures.
• Execute return disposition activities within documented guidelines and approval limits; while coordinating with Customer Fulfillment and external service providers to achieve timely resolution.
• Maintain detailed reverse logistics records documenting disposition decisions, including key milestones and quantify incremental cost and cost avoidance/savings when applicable to support visibility and decision-making.
• Support accurate returns credits (credit memo processing) by validating eligibility and required documentation and resolving exceptions to prevent delays and additional cost.
• Prioritize time-sensitive cases to reduce detention, storage and overage exposure and to minimize downstream costs from delayed action.
• Logistics Operations & Distribution Center Partnership
• Demonstrate a strong understanding of Mattel's outbound logistics network and Distribution Center operations to effectively investigate, analyze, and resolve transportation-related issues.
• Understand and support the end-to-end order fulfillment process, including order release, transportation planning, routing, scheduling, shipping and delivery.
• Partner with Distribution Center Operation, Inventory Control, Customer Fulfillment and Customer Finance to resolve issues impacting customer deliveries and financial recovery.
• Leadership & Training
• Provide day-to-day guidance and support to Claims Coordinators on transportation claims, customer deductions, reverse logistics, carrier contracts and internal processes.
• Train and support new and existing team members on systems, standard procedures, best practices and process improvements.
• Support the Supervisor, Logistics Claims by assisting with the distribution of work, process improvements, operational reporting, and team collaboration.

Experience and Education

• High School Diploma required; bachelor's degree is a plus.
• 5+ years of experience in logistics or transportation operations
• Demonstrated ability to manage time-sensitive workflows in a fast-paced environment, balancing competing priorities while maintaining accuracy and strong documentation.
• Excellent written and verbal communication skills, with the ability to collaborate effectively across cross-functional teams and with external carriers, customers, and service providers.
• Strong organizational skills with the ability to work independently, meet deadlines and adapt workload to changing business needs.
• Proficiency in Microsoft Office, including Excel, Outlook, Word, and Teams.

Required Knowledge and Skills

• Strong knowledge of replenishment planning, inventory management, and supply chain processes.
• Ability to analyze data at both the detailed SKU level and broader business or channel level.
• Strategic thinker with a continuous improvement mindset.
• Innovative, adaptable, and comfortable working in a fast-paced environment.
• Strong organizational and project management skills with exceptional attention to detail.
• Positive, resilient, and committed to delivering high-quality results.
• Demonstrated leadership experience, including coaching or managing planning team members.

Preffered Skills

• Experience using AS400
• Working knowledge of Microsoft Access
• Experience working with proof of delivery (POD) documentation, customer deductions, carrier claims and reverse logistics processes
• Ability to read and interpret carrier contracts and apply requirements and deadlines to exception and claims resolution.

The Team

The Logistics Claims team, part of the Global Supply Chain organization, drives timely and accurate resolution of customer deductions, shortages, shipment delivery exceptions, and reverse logistics activities, including returns, credits and product disposition.

The team investigates cases, validates and analysis supporting evidence, and aligns resolutions to internal disposition guidelines, customer routing guides, service agreements, and carrier contractual obligations. The team also manages carrier claims to recover financial loss when applicable.

Success in this role requires close collaboration with Customer Fulfillment, Customer Finance, Outbound Transportation, DC Inventory teams, Security, Legal Counsel, Global Procurement and external service providers such as Ryder (Transportation partner), Carriers, customers, insurance companies and police agencies.

Through these partnerships, the team works to resolve issues efficiently, mitigate financial risk, and protect Mattel's interests.

What It's Like to Work Here

We are a purpose driven company aiming to empower the next generation to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance driven company. We strive for excellence and are focused on pursuing best in class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.