POSITION PURPOSE
The Claims Manager is responsible for leading the end-to-end management of logistics-related claims across warehouse, damage, and AP categories. This role oversees investigations, documentation, insurer coordination, and stakeholder engagement to ensure timely resolution and compliance with SEAU and SDSAU standards. Acting as the escalation point for complex claims, the manager drives operational transparency, supports financial recovery, and contributes to continuous improvement through training, reporting, and process optimisation.
ORGANISATIONAL ENVIRONMENT
Established in 2014, Samsung SDS Global SCL Australia (SDSAU), is a trusted provider of integrated logistics and supply chain services. As a key part of the Samsung SDS global network, SDSAU applies leading-edge technology and deep industry expertise to deliver agile, data-driven solutions across warehousing, transportation, freight forwarding, and inventory management. Our proprietary “Cello” platform enables full supply chain visibility and operational excellence.
ACCOUNTABILITIES & RESPONSIBILITIES
· Manages end-to-end claims processes for warehouse, damage, and AP claims, ensuring timely registration, investigation, and resolution in line with SEAU and SDSAU standards.
· Coordinates the compilation of response files for all claim types by gathering evidence from LSPs, internal systems, and SDS departments.
· Oversees insurer and SEAU engagement to ensure insurance lodgements are submitted and closed within required timelines, including Deed of Release compliance.
· Supervises the claims team, providing guidance, escalation support, and ensuring consistent adherence to SOPs and operational procedures.
· Ensures claims handling aligns with client contracts, insurance terms, SLAs, and applicable regulatory requirements.
· Collaborates with SDS Finance and Billing teams to ensure insurance payments and LSP recoveries are processed, allocated, and reconciled.
· Reports weekly to internal stakeholders, including finance, operations, and SEAU, on claim status, settlement values, trends, and resolution progress.
· Analyses claim performance and stakeholder feedback during quarterly reviews to identify trends, risks, and opportunities for operational improvement.
· Contributes to continuous improvement by leading SOP refreshers, internal training, and identifying process enhancements and risk control measures.
· Supports customer satisfaction by ensuring transparent communication and timely resolution of claim-related issues.
KNOWLEDGE SKILLS AND EXPERIENCE
1. Bachelor’s degree in logistics, business, or a related field, or equivalent experience in logistics claims management.
2. Proven experience managing logistics claims, including warehouse, damage, and AP categories, from registration through resolution.
3. Strong understanding of claim documentation requirements, insurance lodgement processes, and Deed of Release protocols.
4. Ability to compile structured response files, collating evidence from LSPs, internal systems, and cross-functional teams.
5. Proficiency in Microsoft Excel and logistics platforms (e.g., Cello), with strong data entry and reporting capabilities.
6. Effective stakeholder management skills, including coordination with insurers, SEAU, SDS Finance, and Customer Service teams.
7. Strong attention to detail and ability to manage multiple priorities under time pressure and regulatory deadlines.
8. Experience leading or supervising claims teams, including escalation handling, SOP compliance, and performance reporting.
9. Excellent communication and problem-solving skills, with the ability to resolve claim issues and drive continuous improvement.
10. Commitment to training and process consistency, including delivery of SOP refreshers and participation in quarterly reviews.