Appeal Resolution Manager jobs in Kansas City, MO

Job Description

The Transportation Manager- Settlement & Incident Resolution is responsible for the leadership, execution, and administration of all settlement activities (freight audit & payment; overage, shortage & damaged; refusals; inspections, claims, PODs) for Lindt & Sprungli North America (LSNA) and the premium chocolate brands we support (Lindt & Sprungli USA, Ghirardelli, Russell Stover). This position will lead, monitor, and improve settlement & incident resolution processes to achieve results while ensuring compliance with Lindt global policies. Will be required to communicate and collaborate with finance, accounting, transportation providers, customer service, inventory and distribution teams related to settlement activities.

Essential Functions

• Responsible for all settlement and incident resolution activities with a continuous improvement mindset to ensure high service levels while managing cost commitments.
• Provide guidance, support, and professional development opportunities to team members and colleagues to enhance their skills in settlement procedures, incident resolution, and transportation management. This includes designing training programs, delivering hands-on training sessions, offering ongoing coaching and feedback, and promoting collaboration and knowledge sharing within the department.
• Act as a change agent, leading continuous improvement initiatives to meet and exceed performance targets. This entails fostering a culture of innovation and continuous improvement by actively seeking opportunities to enhance current processes and systems. Embrace change by being open to new ideas and technologies, and driving initiatives to streamline operations, optimize efficiency, and improve overall performance.
• Enhance collaboration, facilitate smoother operations, and improve the efficiency of handling issues related to overages, shortages, damages, refusals, inspections, and claims by communicating the OS&D, refusal, inspection, and claim process to various stakeholders, including the Brands, warehouse teams, as well as internal LSNA contacts.
• Perform weekly audit of invoices submitted through the TMS websettle process, meticulously verifying accuracy of invoice details such as rate, accessorial charges, and fuel, before batching them for payment approval.
• Ensure invoices are paid according to LSNA transportation agreements, carrier guides, and pay terms.
• Maintain effective and ethical relationships with suppliers to ensure the integrity of financial transactions and prevent bribery or unprofessional conduct.
• Serve as the primary escalation point of contact for settlement-related issues, ensuring accessibility and availability to provide timely assistance and guidance to the team. This involves being readily available to address any inquiries, concerns, or challenges that arise in the settlement process, offering expertise, support, and problem-solving assistance as needed.
• Report and analyze data, including OSD reports, FA&P reports, TMS data, and carrier information, to identify patterns or trends and take appropriate actions including recommending changes to appropriate parties and driving corrective measures
• Work with finance/accounting department to ensure alignment of settlement policies, maintaining consistency and integrity of financial practices. This involves collaborating with the finance and accounting team to review and align settlement policies, procedures, and reporting standards, ensuring compliance with regulatory requirements and Lindt & Sprungli best practices.
• Take on special projects and duties as assigned by management.

Basic Qualifications

• 5 years’ experience successfully leading, coaching, and training a cross functional team
• Bachelor’s degree or a combination of experience and education
• Experience in the consumer-packaged goods industry
• Strong written and verbal communication skills
• Proficient in Microsoft Excel
• Transportation/logistics management experience
• Collaborative approach to problem solving
• Ability to prioritize and organize assignments
• Strong analytical skills

Preferred Qualifications

• Working knowledge of Transportation Management System (TMS) and specifically with e2open (Blujay)
• Experience in refrigerated and less-than-truckload transportation
• Freight Audit & Payment and/or Overage, Shortage, Damaged & Refusal experience
• Experience designing and delivering training programs, creating instructional materials, and assessing training needs
• Experience leading projects related to settlement process improvements, incident resolution initiatives, or transportation optimization projects.
• Familiarity with transportation regulations and compliance requirements to ensure adherence to legal standards in settlement procedures and incident resolution.

Company Description

Lindt and Sprüngli (North America) Inc. is the Supply Chain and Business Shared Services Company supporting the Lindt & Sprüngli family of brands (Lindt USA, Ghirardelli Chocolates and Russell Stover Chocolates), headquartered in Kansas City, MO.

Employment by Lindt & Sprüngli (North America) Inc. is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, and satisfactory employment and background checks.

Lindt & Sprüngli (North America) Inc. is an Equal Opportunity Employer and does not discriminate on the basis of age, race, color, national origin, sex, marital status, sexual orientation and gender identity, disability, veteran status, pregnancy, or any other status protected by law. Principals only, please.