Service Center Clerk II

Estes Express Lines • Tracy, CA

4d • $23 - $26

About The Position

The Service Center Clerk II handles a high volume of telephone calls, supports freight billing and shipment tracing, and addresses customer inquiries and freight issues. The role maintains records and paperwork for over, short, and damaged (OS&D) freight, coordinates delivery appointments, and assists customers and drivers with dispatch-related calls. The employee is expected to attend work regularly and may be assigned other duties as operational, safety, or business needs require.

Requirements

• High school diploma or GED, or an equivalent combination of education and experience.
• 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 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 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 materials such as 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 essential job functions.
• Must pass a pre-employment drug screen, be subject to random drug and/or alcohol tests, and undergo a criminal history background check.
• Must be authorized to work in the United States.

Nice To Haves

• Experience in billing, collections, freight 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 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 times for freight 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 billing and service complaints, referring complaints or service failures to designated departments for investigation, resolution, and customer follow-up.
• Investigate, resolve, and respond to customer inquiries about overages, shortages, and damaged freight, including hazardous materials.
• Verify and process paperwork and procedures related to 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 shipments when preparing freight bills.
• Place shipments on-hand.
• Assist with dispatch phones to support 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