Service Center Clerk II (Full Time)

Estes Express Lines•Joliet, IL

5h•Onsite

About The Position

The Service Center Clerk II is responsible for handling a heavy volume of telephone calls, accurately directing them, and managing freight documentation. This includes maintaining count lists of items received or shipped, checking them against bills of lading, recording any discrepancies, and preparing all paperwork and repackaging for OS&D (Over, Short, and Damaged) freight. The role requires maintaining accurate records to report all OS&D freight issues on a daily or weekly basis to Service Center management and keeping the OS&D area clean and organized. The clerk will contact customers to coordinate and schedule appointments for freight delivery, identify freight bills requiring special delivery instructions, and respond to customer inquiries regarding bills of lading and proof of delivery by tracing shipments through other departments or service centers. They will also address customer complaints concerning billing or services rendered, referring complex issues to designated departments for investigation, resolution, and follow-up. Key responsibilities include investigating, resolving, and responding to inquiries about overages, shortages, and damaged freight, including Hazmat Materials, and verifying and processing paperwork for claims, charges, and freight tracing. The position also involves scanning and/or imaging bill of lading receipts, transferring information to prepare bills for freight movement, applying appropriate tariffs and charges to each shipment, placing shipments on-hand, and assisting with dispatch phones for customers and drivers. Regular attendance is required, and employees are expected to perform any and all other duties as assigned due to operational, safety, or other needs. Qualifications for this role include a High School Diploma or General Education Degree (GED), or an equivalent combination of education and experience. Proficiency in MS Word and Excel is required. Candidates must possess strong customer service skills, good clerical skills, and excellent verbal, written communication, and listening skills. The ability to proceed on regular tasks with occasional direction, referring questionable situations to more experienced staff or management, and the ability to solve easily identifiable problems with standard, specifically defined solutions are essential. The role requires the ability to work independently or in a team setting, under tight time constraints in a high-volume environment with multiple priorities. Candidates must be able to respond well to questions, read, interpret, and comply with written information and documents (such as safety rules and procedure manuals) with high comprehension and concentration, and meet deadlines. Physical requirements include the ability to lift approximately 20 lbs., and candidates must comply with all company policies, pass a pre-employment drug screen, random drug/alcohol tests, and a criminal history background check, and be authorized to work in the United States. The physical demands of this job include regularly talking or hearing, and specific vision abilities such as close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee will frequently sit and use hands to operate computers and other standard office equipment. Occasional standing, walking, lifting, twisting, turning, and reaching with hands and arms are also required. The employee must be capable of lifting a minimum of 20 lbs. The work environment frequently exposes the employee to moving mechanical parts and fumes or airborne particles. The employee may also be required to work in high/precarious places, with hazardous materials, and in various weather conditions. The noise level in the work environment can range from quiet to loud.

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
Ability to proceed on regular tasks with occasional direction, while referring questionable situations to more experienced staff or management
Ability to solve problems where solutions are easily identifiable and their solutions are standard and specifically defined
Ability to lift approximately 20 lbs., or more if required by the essential functions of the job
Ability to comply with all company policies, rules, procedures and Code of Conduct
Ability to interact well with others
Ability to work independently, or in a team setting
Capable of working under tight time constraints in a high volume environment with multiple priorities
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

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.
Perform any and all other duties as assigned due to operational, safety and other needs.