The Mis‑Shipment & Freight Claims Coordinator is responsible for the end‑to‑end management of Mis‑Shipment Orders and Freight Damage/Loss Claims across North America. This role plays a critical part in protecting Vertiv’s customer experience, ensuring operational accuracy, and driving recovery performance. The coordinator is expected to balance adherence to corporate policies and procedures with responsiveness to customer needs, delivering a consistently high level of service to both internal and external stakeholders.
Success in this position requires strong cross-functional communication and collaboration with Sales, Order Management, Logistics/Transportation, Quality, and Customers. The coordinator will actively manage case investigations, documentation, resolutions, and follow-through to support timely recovery, customer satisfaction, and operational integrity.
Job Responsibilities
Mis-shipment and Freight Claim Order Processing
Investigate and validate mis-shipment/freight claims.
Assemble complete evidence packages (POD, photos, BOL, shipment details)
Coordinate with Customers, Customer Service, Shipping, and Quality
Issue corrective actions such as re-shipments, replacements, or returns
Ensure on-time documentation within carrier filing windows; communicate statuses and next steps to stakeholders
Provide customers and internal teams with clear status updates and next steps.
Customer and Cross-Functional Communication
Act as the primary point of contact for mis-shipment and freight-cases updates
Collaborate with Sales, OM, Logistics, Plant, and Quality to resolve operational issues
Provide proactive updates, issue summaries, and recommended actions.
Reporting, Documentation & Compliance
Maintain accurate records, case logs, and audit-ready documentation
Prepare monthly reports summarizing case trends and issue types
Support continuous improvement by identifying recurring issues and operational gaps.
Qualifications
2 years minimum exposure in a Sales/Order entry support role ideally within a Manufacturing/Engineering setting.
Bachelor's degree of any 4-year course.
Efficiently organize and manage multiple priorities.
Possess computer proficiency including familiarity with Microsoft Word and Excel.
Display a proactive flexible approach to working within a team environment.
Previous experience in an Electrical Contracting / Engineering/ Estimating background environment though preferable is not essential
