Transportation Settlement & Incident Resolution Lead

Job Description

The Transportation Settlement & Incident Resolution Lead is responsible for leading and overseeing the execution and administration of all activities related to freight audit and payment (FA&P), overage, shortage & damaged (OS&D) claims for Lindt & Sprungli North America (LSNA) and its premium chocolate brands (Lindt & Sprungli USA, Ghirardelli, Russell Stover). This role will drive the strategic direction of settlement and incident resolutions processes, ensuring compliance with Lindt global policies and industry best practices. The lead will monitor and optimize procedures, foster collaboration with cross-functional teams, and champion initiatives to continuously improve processes. As a leader you will work closely with finance, accounting, transportation providers, and distribution teams, serving as a change agent who leads improvements and drives performance to achieve organizational goals.

Essential Functions

• Lead and mentor team members to identify inefficiencies, design effective processes, and implement cost-saving strategies that align with business objectives.
• Provide strategic guidance and support to team members, fostering skill development and professional growth while ensuring consistent application of freight audit and incident resolution procedures.
• Serve as the subject matter expert for settlement and incident resolution, providing leadership across the organization to ensure accurate, timely, and efficient issue resolution within the logistics process.
• Function as a catalyst for change, driving continuous process improvement and fostering an innovative culture that embraces innovative ideas, technologies, and methodologies to streamline operations and elevate performance.
• Oversee the audit of carrier invoices for accuracy and ensure compliance with LSNA transportation agreements, carrier guidelines, and payment terms.
• Serve as the first point of contact for settlement and incident related issues, ensuring the timely resolution of claims in collaboration with premium chocolate brand counterparts.
• Analyze data to discern patterns and trends, collaborating with internal and external stakeholders to develop action plans for process improvement and issue resolution.
• Proactively manage peak periods and fluctuating demands, ensuring the team delivers high performance and meets service targets while adjusting to increased volumes. Provide leadership in coordinating after-hour and holiday coverage for OS&D claims, including occasional evening and weekend support.
• Lead onboarding and training efforts for new team members, ensuring continuous development through targeted training initiatives and ongoing feedback.
• Support and facilitate the filing of claims and ensure alignment with Lindt's global timelines and standards, while driving continuous improvement in claim documentation and resolution.

Basic Qualifications

• Bachelor's degree or a combination of experience and education
• Strong written and verbal communication skills
• Efficient in Microsoft Excel
• Collaborative approach to problem solving
• Strong analytical and decision-making skills
• Ability to prioritize and organize assignments

Preferred Qualifications

• Transportation/logistics management experience
• 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
• Proven experience operating in a lead role
• Experience in consumer-packaged goods

Company Description

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

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

Lindt & Sprungli (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.