Service Center Clerk II (Full Time)
About The Position
The Service Center Clerk II answers a high volume of telephone calls and directs them accurately, supports freight billing and movement, and handles overage, shortage, and damage (OS&D) freight paperwork and records. The role coordinates delivery appointments with customers, responds to inquiries and complaints, traces shipments, and works with other departments and service centers to resolve service and freight issues. It also assists with dispatch calls and maintains an organized OS&D area. Regular attendance is required, and the employee may be assigned other duties as operational, safety, or other needs require. The position works in an environment that may involve moving mechanical parts, fumes or airborne particles, hazardous materials, high or precarious places, and varying weather conditions. Noise levels range from quiet to loud. The employee must be able to meet the physical demands of the job, with reasonable accommodations available for qualified individuals with disabilities.
Requirements
- High school diploma or GED, or an equivalent combination of education and experience.
- Computer skills and proficiency in Microsoft Word and Excel.
- Strong customer service skills.
- Good clerical skills.
- Excellent verbal and written communication and listening skills.
- Ability to proceed with regular tasks with occasional direction and refer questionable situations to more experienced staff or management.
- Ability to solve problems with readily identifiable, standard, specifically defined solutions.
- Ability to interact well with others and work independently or in a team setting.
- 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, while meeting deadlines.
- Ability to lift approximately 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, may be subject to 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.
- Must be able to meet the job's physical demands, including regularly talking or hearing; frequently sitting and using hands to operate computers and standard office equipment; and occasionally standing, walking, lifting, twisting, turning, and reaching.
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 received or shipped items, compare them with bills of lading, and record discrepancies.
- Prepare paperwork and repackage OS&D freight.
- Maintain accurate OS&D records and report issues to Service Center management daily or weekly.
- Keep the OS&D area clean and organized.
- Contact customers and coordinate delivery appointments.
- Identify freight bills requiring special delivery instructions.
- Respond to customer inquiries about bills of lading and provide proof of delivery by contacting other departments or service centers to trace shipments.
- Respond to customer complaints about billing or services and refer complaints or service failures for investigation, resolution, and follow-up.
- Investigate, resolve, and respond to customer inquiries about overages, shortages, and damaged freight, including hazardous materials.
- Verify and process paperwork and procedures concerning claims, charges, and freight tracing.
- Scan or image bills of lading and receipts.
- Transfer information from bills of lading into bill formats and prepare bills for freight movement.
- Apply appropriate tariffs and charges to freight shipments.
- Place shipments on-hand.
- Assist with dispatch phones to support customers and drivers.
- Perform other duties as assigned and maintain regular attendance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
