Claims Coordinator

About the Role Own the end-to-end claims process for imported fresh fruit and vegetables, so that every valid loss is identified, documented, claimed from the right party (supplier, carrier or insurer) and recovered on time, within the agreed Service Level Agreement. Key Responsibilities Claims management Manage all claims from receipt to credit note or payment, keeping one claims register with status and ageing. Notify the responsible party within 24 hours (air) or 48 hours (sea) of receipt, and submit the final claim with complete documentation within 7 days. Track carrier and insurer notice windows, which are shorter than our own SLA, so no claim is lost to a missed time limit. Follow up and escalate to close claims within 30 days; keep open claims older than 60 days below 10% of open value. Quality inspection and claim validation Review QC inspection reports against specifications, PO terms, shipping documents, and the actual receipt. Make sure the full planned quantity for inspection and reports are completed and closed in line with the SOP. Validate that each claim is supported by photos, temperature records, and an inspection report before it is submitted. Claim finalization and compensation Verify claimed quantity and value against physical stock, wastage, destruction records and secondary sales. Prepare the final claim, agree the settlement and obtain the credit note or payment; reconcile with Accounts. Weight shortage and quantity discrepancy Check tally sheets, weight slips and scale readings against invoice, packing list and B/L or AWB. Raise shortage claims with the supplier, carrier or insurer, as the shipping terms require. Shipping terms, insurance and transit risk Decide who owns each claim by Incoterm (FOB, CNF/CFR, CIF, DAP, EXW) and by mode (sea, air, reefer), and claim from the right party. Secure the evidence: reefer set-point, data logger and PTI; B/L remarks, container and seal numbers; AWB, temperature records and airline irregularity report. Arrange joint surveys or independent surveyors, issue notices of claim and letters of protest, and handle assignment of rights. Lodge and follow up insurer claims; advise Finance on the adequacy of cargo cover (CIF cover is a minimum; reefer and temperature need specific cover). Stakeholder coordination and escalation Work with CPD buyers, QC, warehouses and stores, suppliers, shipping lines and airlines, surveyors, insurers and Accounts. Escalate high-value, disputed or aged claims to management with a clear recommendation. Reporting, root cause and supplier performance Issue a monthly claims dashboard: value, ageing, recovery and trend by supplier, origin, product and mode. Run root cause analysis on major, repeat and high-value claims, and agree corrective actions with the supplier. Required Skills Strong understanding of Incoterms (FOB, CFR/CNF, CIF, DAP, EXW) and who bears risk at each point, for sea, air and reefer shipments. Knowledge of fresh produce quality standards, shelf life, cold chain, and reefer operations. Understanding of shipping documents (B/L, AWB, packing list, invoice, certificates) and cargo insurance. Strong negotiation, documentation, and follow-up skills; attention to detail and a firm but professional approach with suppliers. Good command of Excel, ERP, and dashboards; clear written and spoken English (Arabic is an advantage). Preferred Skills 5+ years in claims, QC, procurement, or logistics for fresh produce /perishables goods. or FMCG importers, in the GCC if possible. Hands-on experience with supplier claim negotiation and with carrier or insurer recoveries. Show more Show less