Claims Administrator
Please note that the salary range referenced is a general guideline only. Salary differentials are based on multiple factors including (but not limited to), geographic location, education/training, years of relevant experience/seniority, merit, qualifications, as well as market and business considerations. Mohawk Global considers all of these variables when extending an offer of employment.
Who We Are: Mohawk Global is a 350+ person team of logistics and trade specialists dedicated to fulfilling the supply chain needs of our customers with a strong emphasis on customs brokerage, domestic and international transportation, trade compliance, education, and consulting. Our business practices are driven and exhibited daily by our three core values: to ENRICH purposefully, to CARE personally and to DELIVER professionally. To learn more about our core values and what makes us truly unique in our industry, please click here.
We pride ourselves in being a highly employee-centric organization that truly puts our people (and clients) first! At Mohawk, these aren’t just words, they are demonstrable values that we put into action by our behaviors each day. We have been certified as a “Great Place To Work” for the past thirteen years…see what our greatest assets, our people, have to say about us here: Mohawk Global - A Great Place to Work!
POSITION SUMMARY:
The Claims Administrator is responsible for managing all aspects of international cargo claims, including intake, documentation, communication, and resolution. Acting as a subject matter expert, the role ensures claims are handled in accordance with industry standards while actively engaging with carriers, insurers, and internal stakeholders to achieve timely and favorable outcomes. The position emphasizes education, transparency, and proactive communication to support both internal teams and clients throughout the claims lifecycle. Additionally, the Claims Administrator supports client retention and risk mitigation by ensuring cargo loss and damage claims are handled professionally, efficiently, and with a strong customer focus. Through effective communication, negotiation, and process management, this position helps transform potentially negative client experiences into positive outcomes, even when financial recovery is not achieved.
DUTIES & RESPONSIBILITIES:
- Serve as a primary point of contact for claims-related inquiries from clients and internal teams
- Guide clients through the claims process, setting expectations and providing education on outcomes
- Deliver a high level of service to maintain trust and strengthen client relationships, particularly during challenging situations
- Receive, log, and manage all cargo claims in the claims tracking system (e.g., SharePoint Claims Log)
- Assemble and maintain complete claims files, including all supporting documentation
- Ensure timely notification to carriers and liable parties within required deadlines
- Track claim progress and manage follow-ups to drive timely resolution
- Investigate claims to determine liability, root causes, and appropriate resolution paths
- Negotiate with carriers, insurers, and third parties to secure favorable settlements
- Analyze claim denials and communicate findings clearly, including preventative recommendations
- Coordinate with branch offices, clients, carriers, and insurance providers to gather information
- Educate internal teams on claims processes and best practices
- Maintain clear, professional, and timely communication with all stakeholders throughout the claims lifecycle
- Ensure accuracy and completeness of claim submissions and documentation
- Process settlements, including securing client releases and submitting payment requests
- Maintain accurate and up-to-date claims logs and reporting
- Support financial recovery efforts while minimizing risk exposure
- Perform other duties as assigned.
BENCHMARKS FOR MEASURING SUCCESS:
- Maintains clear and effective communication with clients, branches, and third parties
- Responds to third party inquiries within 48 hours
- Keeps claims log accurate and current
- Completes follow-ups on all claims within 30 days
- Processes settlement documentation and payments within 48 hours
- Supports timely claim resolution and improved recovery outcomes
SKILLS & QUALIFICATIONS:
Technical Skills:
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Experience with transportation management systems (e.g., CargoWise, GlobalLink)
- Ability to manage claims tracking systems and data logs
Business Skills:
- Strong understanding of cargo claims processes and insurance requirements
- Knowledge of filing deadlines, liability rules, and recovery procedures
- Strong communication and negotiation skills
- Ability to analyze claims data and manage documentation workflows
Leadership Skills:
- Acts as a subject matter expert and resource across all branch offices
- Provides guidance and informal training on claims processes
- Demonstrates strong individual accountability and ownership
Required Qualifications:
- 5+ years of administrative or operational experience in cargo claims, transportation, or insurance
- Experience handling ocean, air, or inland cargo claims
- Strong knowledge of cargo insurance policies, claims filing deadlines/procedures and third-party recovery
- Ability to negotiate settlements and manage loss recovery activities
- Proficiency in Microsoft Office and transportation management systems
- Strong data analysis skills
Preferred Qualifications:
- Bachelor’s degree in a relevant field
- Professional certification (e.g., Lloyd’s Claims Administrator or similar)
OFFICE / WORK ENVIRONMENT & PHYSICAL DEMANDS
This position operates in a professional office environment (and/or remotely from a home office) with a quiet to moderate noise level and routinely requires the use of standard office equipment such computers, photocopying machines and storage/filing cabinets. This is a largely sedentary role, however, lifting items under 25 pounds as well as the ability to bend, stand and walk short distances may be required.
Travel Requirement: Less than 5%
Mohawk Global is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Equal Employment Opportunity is The Law