OS&D Clerk

Estes Express Lines•Wilmington, NC

9h•Onsite

About The Position

The OS&D Clerk is responsible for investigating and resolving all overages, shortages, and damaged freight issues, including those involving Hazmat Materials. This role involves identifying high-value freight discrepancies and determining their corresponding shipments. The clerk will collaborate with various internal departments such as Service Center Operations, Regional OS&D/Customer Care, Safety, Compliance & Field Support, Security Group, and Corporate Operations. Key duties include assisting customers with shipping and pricing queries, maintaining accurate counts of received or shipped items against bills of lading, and documenting any discrepancies. The position also requires preparing paperwork, repacking OS&D freight, and reporting all OS&D issues to service center management on a daily or weekly basis. The OS&D Clerk will review and address various freight issues and reports as assigned, maintain a clean and organized OS&D area, and manage OS&D-related emails. The role utilizes various software and technologies, including EDock, Customer Portals, and Pega. Additionally, the OS&D Clerk serves as a primary resource for less experienced clerical staff, providing coaching, answering questions, and offering one-on-one on-the-job training. Regular attendance is mandatory, and the employee may be required to perform other duties as needed due to operational or safety requirements.

Requirements

High School Diploma or General Educational Degree (GED), or any combination of education and experience, which would provide an equivalent background
Must be knowledgeable in general LTL operations
Must be willing to wear boots/safety footwear
Must be knowledgeable in related functional areas (customer care, billing, pricing, tracing, dispatching, weights and inspection, etc.)
Computer skills; proficient in MS Word, Outlook and Excel required
Strong customer services skills
Possess excellent verbal, written communication and listening skills
Must be able to thrive in a fast-paced, high stress environment with multiple competing priorities and time constraints
Must have the ability to answer most questions and accomplish most tasks without guidance
Good understanding of departmental priorities, workflow, and guidelines
Must have the ability to solve problems that are usually apparent but precise identification of the nature of the problem requires further investigation using standard procedures or well-established processes for troubleshooting. Solutions and decisions require interpretation of information with independent judgment and risk
Must have the ability to support company policies in a positive manner and communicate this support to fellow employees and customers
Must have the ability to work the night schedule or alternate work schedule as needed with proper notification
Must be able to lift approximately 70 lbs., or more if required by the essential functions of the job
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States

Nice To Haves

Prior OS&D experience preferred
AS400 experience strongly preferred
Experience in the transportation industry a plus although not required

Responsibilities

Investigate and resolve all overages, shortages, and damaged freight issues, including Hazmat Materials
Help in identifying freight for high value shortages and overages while also determining the shipment/PRO to which they belong
Work directly with Service Center Operations Personnel, Regional OS&D/Customer Care Specialist, Safety Department, Compliance & Field Support Department, Security Group and Corporate Operations
Assist with resolving customer queries regarding shipping orders, pricing etc.
Maintain count list of items received or shipped and check against bill of lading, recording any discrepancies
Prepare all paperwork and the repacking of all OS&D freight
Maintain accurate records to report all OS&D freight issues on a daily or weekly basis to service center management
Responsible for reviewing and addressing various freight issues and/or reports as assigned by service center management
Maintain a clean and organized OS&D area while performing OS&D functions
Monitor OS&D related emails and responding as necessary
Utilize various software and technologies (for example EDock, Customer Portals, Pega, etc)
Serve as first line resource to other less experienced clerical staff by coaching and answering employee questions
Provide guidance to less experienced employees on how to perform specific job activities
Provide one on one on the job training when necessary to less experienced staff
Regular attendance is required
Perform any and all other duties as assigned