Service Center Clerk II (Full Time)

Estes Express Lines•Knoxville, TN

2d•$21 - $24•Onsite

About The Position

This full-time Service Center Clerk II position involves handling a high volume of telephone calls, managing freight documentation, and coordinating with customers and drivers. The role requires accurate record-keeping, preparation of shipping paperwork, and resolution of customer inquiries regarding billing, services, and freight issues. The clerk will also be responsible for scanning and imaging documents, preparing bills for freight movement, and assisting with dispatch operations. Regular attendance and the ability to perform all assigned duties are essential.

Requirements

High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
Computer skills; proficient in MS Word and Excel required
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
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 preferred
AS400 experience strongly preferred
Experience in the transportation industry a plus although not required

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
Regular attendance is required.