Service Center Clerk II

Estes Express Lines • Indianapolis, IN

12h • Onsite

About The Position

This role involves managing a high volume of telephone calls, accurately directing them, and maintaining detailed records of received and shipped items. The Service Center Clerk II is responsible for preparing paperwork, repackaging OS&D (Over, Short, and Damaged) freight, and reporting OS&D issues to management. Key duties include coordinating delivery appointments with customers, identifying shipments with special delivery instructions, and responding to customer inquiries regarding bills of lading and proof of delivery. The position also handles customer complaints, investigates and resolves issues related to freight discrepancies, and processes claims and charges. Additional responsibilities include scanning and imaging bills of lading, preparing bills for freight movement with appropriate tariffs and charges, placing shipments on hand, and assisting with dispatch phones. Regular attendance is required, and employees must be able to perform any and all other duties as assigned, operating under various circumstances and needs.

Requirements

• High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
• Experience in billing, collections, tracing & OS&D preferred
• Computer skills; proficient in MS Word and Excel required
• AS400 experience strongly preferred
• Strong customer service skills
• Good clerical skills
• Possess excellent verbal and written communication and listen skills
• Must have the ability to proceed on regular tasks with occasional direction, while referring questionable situations to more experienced staff or management
• Must have the ability to solve problems where solutions are easily identifiable and their solutions are standard and specifically defined
• Experience in the transportation industry a plus although not required
• Must be able to lift approximately 20 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

• Experience in billing, collections, tracing & OS&D
• AS400 experience
• Experience in the transportation industry

Responsibilities

• Answer telephones with a heavy call volume and direct calls with accuracy
• Maintain count list of items received or shipped and check against bill of lading, recording any discrepancies
• Prepare all paperwork and the repackaging 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
• Maintain a clean and organized OS&D area
• Contact customers and coordinate delivery times to schedule appointments for freight delivery
• Identify freight bills requiring special delivery instructions
• Respond to customer inquiries regarding bill of lading and provide proof of delivery to customers by contacting other departments and/or service centers to trace shipments
• Respond to customer complaints concerning billing or services rendered, referring complaints or service failures to designated departments for investigation, resolution, and follow-up with the customer
• Investigate, resolve, and respond to inquiries from customers regarding overages, shortages, and damaged freight issues, including Hazmat Materials
• Verify and process paperwork and procedures concerning claims, charges and tracing of freight
• Scan and/or image bill of lading receipts
• Transfer information from the bill of lading to the bill format to prepare bills for freight movement
• Prepare bills for freight movement, applying the appropriate tariffs and charges to each shipment
• Place shipments on-hand
• Assist with handling dispatch phones to assist with customers and drivers

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees