Service Center Clerk II
About The Position
The Service Center Clerk II supports freight movement and service center operations through customer service, shipment tracking, freight billing, and management of overage, shortage, and damage (OS&D) freight. The role handles a heavy volume of telephone calls, coordinates delivery appointments, responds to customer questions and complaints, and works with other departments and service centers to trace shipments and provide proof of delivery. The clerk prepares and verifies freight paperwork, processes claims and tracing procedures, prepares freight bills using applicable tariffs and charges, scans bills of lading, and maintains records of OS&D issues. The role also helps keep the OS&D area organized, places shipments on-hand, and assists with dispatch calls from customers and drivers. Regular attendance is required, and employees may be assigned other duties as operational, safety, or business needs require. Work is performed in an environment that may include moving mechanical parts, fumes or airborne particles, hazardous materials, high or precarious places, and varying weather conditions. Noise levels may range from quiet to loud. The role involves frequent computer and office-equipment use, regular talking and hearing, and occasional standing, walking, lifting, twisting, turning, and reaching. The employee must be able to lift at least 20 pounds, or more when required by essential job functions. Reasonable accommodations may be made for individuals with disabilities.
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 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, while meeting deadlines and maintaining comprehension and concentration.
- Ability to lift at least 20 pounds, or more if required by essential job functions.
- 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.
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 records of OS&D freight issues and report them to Service Center management daily or weekly.
- Keep the OS&D area clean and organized.
- Contact customers and coordinate delivery appointment times.
- Identify freight bills that require 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, referring complaints or service failures 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 and/or image bills of lading receipts.
- Transfer bill-of-lading information into the bill format for freight movement.
- Prepare freight bills, applying appropriate tariffs and charges to each shipment.
- Place shipments on-hand.
- Assist with dispatch phones to support customers and drivers.
- Maintain regular attendance and perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
