Senior OS&D Specialist
Hyway Transportation, Grove City, OH, United States
Senior OS&D Specialist
Job Category: Transportation Requisition Number: SENIO001219
Posted: April 15, 2026
Full-Time On-site Grove City, OH 43123, USA
Description
Position Summary: The OS&D Senior Specialist is responsible for managing OS&D and claims activity from identification through resolution while supporting junior specialists with guidance, direction, and escalation support. The role is highly operational, customer-facing, and detail-driven, with an emphasis on accountability, documentation, and timely follow-up. This position also serves as a key escalation point for complex, high-risk, or high-dollar OS&D matters and supports the OS&D Claims Manager in driving consistency, compliance, and performance across the team.
Responsibilities:
Perform advanced OS&D functions, including resolution of overages, shortages, damages, misrouted freight, and lost freight.
Independently manage complex, high-dollar, or escalated OS&D and claims cases end-to-end.
Serve as a primary point of contact for customer-specific OS&D SOP questions and exceptions.
Ensure accurate documentation, scanning, notes, and status updates are consistently maintained in TMW and related systems.
Support dock sweeps and organization to ensure unidentified freight is researched and resolved promptly.
Manage returns, drops, and master bill exceptions, including BOL creation, carrier coordination, cost validation, and documentation.
Maintain ownership of OS&D and claims activities from identification through final resolution.
Ensure all OS&D items have clear documentation, defined next steps, and timely follow-up.
Effectively prioritize workload to meet daily operational demands and customer service expectations.
Communicate proactively with internal teams and customers regarding status, risks, and resolution timelines.
Support team productivity by providing real-time guidance, direction, and escalation support as needed.
Exercise sound judgment in day-to-day OS&D and claims handling, balancing service, cost, and compliance.
Identify and escalate complex, high-risk, financial, or compliance-related issues appropriately.
Provide recommended solutions and support documentation when escalating issues to the Manager.
Act as the first escalation point for OS&D Specialists before issues move to management level.
Escalate complex, financial, or high-risk issues to the OS&D Claims Manager with a clear summary and recommended course of action.
In the absence of the OS&D Claims Manager, serve as the acting point of contact for the department, making operational decisions within defined authority.
Identify OS&D trends, root causes, and recurring issues; recommend corrective actions to reduce future occurrences.
Assist in maintaining and improving OS&D procedures, flow charts, and customer-specific SOPs.
Partner with Cross Dock, Customer Service, and Operations to reduce OS&D occurrences and improve service.
Support audits, reporting, and KPI tracking related to OS&D performance.
Requirements:
Minimum 3-4 years of hands-on OS&D experience in transportation, warehouse, or LTL/TL environment
In-depth knowledge of OS&D processes, claims regulations, carrier liability standards, and freight documentation requirements
Experience with root cause analysis and implementing corrective actions to reduce freight exceptions and claims exposure
Demonstrated ability to guide, mentor, or informally lead peers.
Demonstrated ownership and decision-making consistent with a future manager.
Strong written and verbal communication skills with a track record of effective customer interaction.
Proficient in Truck Mate Workforce System; experience with claims processing preferred.
Advanced proficiency in Microsoft Office Suite, particularly Excel (pivot tables, reporting) and Outlook
Familiarity with claims management systems and freight audit tools preferred
Strong leadership presence with the ability to motivate, hold accountable, and develop team members
Excellent written and verbal communication skills; able to engage professionally with internal stakeholders and external customers
Highly detail-oriented with strong organizational and time management skills in a fast-paced environment
Ability to prioritize and manage multiple competing deadlines in a fast-paced environment
Display cognitive flexibility; the ability to shift or move from one task to another quickly
On-call availability and flexibility to support operational needs outside standard business hours
Career Path: The Senior OS&D Specialist role is intentionally designed as a steppingstone toward the OS&D Claims Manager position. Employees in this role will develop supervisory competencies, cross-functional relationships, and claims management experience that directly prepares them for advancement into the Manager tier. Advancement is based on company need.
Disclaimer: This job description does not include every duty or responsibility that the employee may be asked to perform at some point in time. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to give rise to an employer-employee relationship, but not limited to an assumed offer of employment
FST Logistics is an equal opportunity employer
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Job Category: Transportation Requisition Number: SENIO001219
Posted: April 15, 2026
Full-Time On-site Grove City, OH 43123, USA
Description
Position Summary: The OS&D Senior Specialist is responsible for managing OS&D and claims activity from identification through resolution while supporting junior specialists with guidance, direction, and escalation support. The role is highly operational, customer-facing, and detail-driven, with an emphasis on accountability, documentation, and timely follow-up. This position also serves as a key escalation point for complex, high-risk, or high-dollar OS&D matters and supports the OS&D Claims Manager in driving consistency, compliance, and performance across the team.
Responsibilities:
Perform advanced OS&D functions, including resolution of overages, shortages, damages, misrouted freight, and lost freight.
Independently manage complex, high-dollar, or escalated OS&D and claims cases end-to-end.
Serve as a primary point of contact for customer-specific OS&D SOP questions and exceptions.
Ensure accurate documentation, scanning, notes, and status updates are consistently maintained in TMW and related systems.
Support dock sweeps and organization to ensure unidentified freight is researched and resolved promptly.
Manage returns, drops, and master bill exceptions, including BOL creation, carrier coordination, cost validation, and documentation.
Maintain ownership of OS&D and claims activities from identification through final resolution.
Ensure all OS&D items have clear documentation, defined next steps, and timely follow-up.
Effectively prioritize workload to meet daily operational demands and customer service expectations.
Communicate proactively with internal teams and customers regarding status, risks, and resolution timelines.
Support team productivity by providing real-time guidance, direction, and escalation support as needed.
Exercise sound judgment in day-to-day OS&D and claims handling, balancing service, cost, and compliance.
Identify and escalate complex, high-risk, financial, or compliance-related issues appropriately.
Provide recommended solutions and support documentation when escalating issues to the Manager.
Act as the first escalation point for OS&D Specialists before issues move to management level.
Escalate complex, financial, or high-risk issues to the OS&D Claims Manager with a clear summary and recommended course of action.
In the absence of the OS&D Claims Manager, serve as the acting point of contact for the department, making operational decisions within defined authority.
Identify OS&D trends, root causes, and recurring issues; recommend corrective actions to reduce future occurrences.
Assist in maintaining and improving OS&D procedures, flow charts, and customer-specific SOPs.
Partner with Cross Dock, Customer Service, and Operations to reduce OS&D occurrences and improve service.
Support audits, reporting, and KPI tracking related to OS&D performance.
Requirements:
Minimum 3-4 years of hands-on OS&D experience in transportation, warehouse, or LTL/TL environment
In-depth knowledge of OS&D processes, claims regulations, carrier liability standards, and freight documentation requirements
Experience with root cause analysis and implementing corrective actions to reduce freight exceptions and claims exposure
Demonstrated ability to guide, mentor, or informally lead peers.
Demonstrated ownership and decision-making consistent with a future manager.
Strong written and verbal communication skills with a track record of effective customer interaction.
Proficient in Truck Mate Workforce System; experience with claims processing preferred.
Advanced proficiency in Microsoft Office Suite, particularly Excel (pivot tables, reporting) and Outlook
Familiarity with claims management systems and freight audit tools preferred
Strong leadership presence with the ability to motivate, hold accountable, and develop team members
Excellent written and verbal communication skills; able to engage professionally with internal stakeholders and external customers
Highly detail-oriented with strong organizational and time management skills in a fast-paced environment
Ability to prioritize and manage multiple competing deadlines in a fast-paced environment
Display cognitive flexibility; the ability to shift or move from one task to another quickly
On-call availability and flexibility to support operational needs outside standard business hours
Career Path: The Senior OS&D Specialist role is intentionally designed as a steppingstone toward the OS&D Claims Manager position. Employees in this role will develop supervisory competencies, cross-functional relationships, and claims management experience that directly prepares them for advancement into the Manager tier. Advancement is based on company need.
Disclaimer: This job description does not include every duty or responsibility that the employee may be asked to perform at some point in time. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to give rise to an employer-employee relationship, but not limited to an assumed offer of employment
FST Logistics is an equal opportunity employer
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.