Service Center Clerk II
About The Position
The Service Center Clerk II handles high-volume telephone calls, directs calls accurately, and supports customer service and freight movement operations. The role maintains records of received and shipped items, checks freight against bills of lading, documents discrepancies, and prepares paperwork and repackaging for overage, shortage, and damage (OS&D) freight. It also coordinates customer delivery appointments, identifies shipments requiring special delivery instructions, traces shipments, responds to customer questions and complaints, and processes claims, charges, and tracing paperwork. Additional duties include scanning or imaging bills of lading and receipts, transferring shipment information into bill formats, preparing freight bills with applicable tariffs and charges, placing shipments on-hand, and assisting with dispatch phones for customers and drivers. Regular attendance is required. The listed duties are not exhaustive, and employees may be assigned other duties as operational, safety, or other needs require. The position involves frequent customer and staff interaction and work in a high-volume environment with multiple priorities and tight time constraints. The employee must comply with company policies and procedures and be authorized to work in the United States. Employment is conditional on passing a pre-employment drug screen; employees may also be subject to random drug and/or alcohol testing and a criminal history background check.
Requirements
- High school diploma or GED, or an equivalent combination of education and experience.
- Proficiency in Microsoft Word and Excel.
- Strong customer service skills and good clerical skills.
- Excellent verbal and written communication and listening skills.
- Ability to proceed with routine tasks with occasional direction and refer questionable situations to more experienced staff or management.
- Ability to solve problems with identifiable, standard, and specifically defined solutions.
- Ability to interact well with others and work independently or as part of a team.
- Ability to work under tight time constraints in a high-volume environment with multiple priorities.
- Ability to read, interpret, and comply with written information and documents, including safety rules, operations and procedure manuals, and maintenance instructions, with strong comprehension and concentration and the ability to meet deadlines.
- Ability to lift at least 20 pounds, or more if required by the essential functions of the job.
- Ability to comply with company policies, rules, procedures, and Code of Conduct.
- Must pass a pre-employment drug screen and be subject to random drug and/or alcohol tests and a criminal history background check.
- Must be authorized to work in the United States.
Nice To Haves
- Experience in billing, collections, tracing, and OS&D.
- AS400 experience.
- Experience in the transportation industry.
Responsibilities
- Answer high-volume telephone calls and direct them accurately.
- Maintain counts of items received or shipped, compare them with bills of lading, and record discrepancies.
- Prepare paperwork and repackage overage, shortage, and damage (OS&D) freight.
- Maintain accurate records of OS&D issues and report them to Service Center management daily or weekly.
- Keep the OS&D area clean and organized.
- Contact customers and coordinate delivery times to schedule freight delivery appointments.
- Identify freight bills that require special delivery instructions.
- Respond to customer inquiries about bills of lading and provide proof of delivery by contacting departments or service centers to trace shipments.
- Respond to customer complaints about billing or services, refer complaints or service failures for investigation and resolution, and follow up with customers.
- Investigate, resolve, and respond to inquiries about overages, shortages, and damaged freight, including hazardous materials.
- Verify and process paperwork and procedures related to claims, charges, and freight tracing.
- Scan and/or image bills of lading and receipts.
- Transfer information from bills of lading to bill formats and prepare bills for freight movement.
- Apply appropriate tariffs and charges to freight shipment bills.
- Place shipments on-hand.
- Assist with dispatch phone calls from customers and drivers.
- Maintain regular attendance and perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
