Service Center Clerk II

Estes Express Lines • Phoenix, AZ

4d • $23 - $26

About The Position

The Service Center Clerk II handles high-volume telephone calls, freight documentation and billing, customer inquiries, and overage, shortage, and damage (OS&D) issues. The role coordinates freight delivery appointments, investigates and reports freight discrepancies, prepares shipment bills using applicable tariffs and charges, and assists with dispatch communications. Regular attendance is required. This list of duties is not all-inclusive; the employee may be required to perform other duties as assigned.

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 handle regular tasks with occasional direction and refer questionable situations to experienced staff or management.
• Ability to solve problems with readily identifiable, standard, specifically defined solutions.
• Ability to comply with company policies, rules, procedures, and Code of Conduct.
• 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 materials such as safety rules, operations and procedure manuals, and maintenance instructions, with strong comprehension and concentration and the ability to meet deadlines.
• Must pass a pre-employment drug screen, may be subject to random drug and/or alcohol tests, and is subject to a criminal history background check.
• Must be authorized to work in the United States.
• Ability to lift at least 20 pounds, or more if required by the essential job functions.
• Ability to meet the physical demands of the role, 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 daily or weekly records of OS&D issues for Service Center management.
• Keep the OS&D area clean and organized.
• Contact customers to coordinate delivery times and schedule freight delivery appointments.
• Identify freight bills requiring special delivery instructions.
• Respond to inquiries about bills of lading and provide proof of delivery by contacting departments or service centers to trace shipments.
• Address customer complaints about billing or services, referring complaints or service failures to designated departments for investigation, resolution, and customer follow-up.
• Investigate, resolve, and respond to inquiries about overages, shortages, and damaged freight, including hazardous materials.
• Verify and process paperwork and procedures relating to claims, charges, and freight tracing.
• Scan or image bills of lading and receipts.
• Transfer bill-of-lading information into the bill format and prepare bills for freight movement.
• Apply appropriate tariffs and charges to shipment bills.
• Place shipments on-hand.
• Assist with dispatch phones and respond to customers and drivers.
• Maintain regular attendance and perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED