Service Center Clerk II
About The Position
The Service Center Clerk II handles high-volume telephone calls, freight documentation, billing, shipment tracing, customer inquiries, and overage, shortage, and damage (OS&D) matters. The role coordinates delivery appointments, maintains OS&D records and work areas, prepares freight bills and paperwork, and assists customers, drivers, and service center management. The position requires regular attendance and may include other duties as assigned to meet operational, safety, and business needs. The employee works with customers and other departments or service centers to trace shipments, provide proof of delivery, address complaints, and resolve freight issues, including those involving hazardous materials. The role operates in an environment that may include moving mechanical parts, fumes or airborne particles, hazardous materials, varying weather conditions, and noise ranging from quiet to loud.
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 information and documents, including safety rules, operations and procedure manuals, and maintenance instructions; meet deadlines with strong comprehension and concentration.
- Ability to lift a minimum of approximately 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, 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 OS&D records for Service Center management.
- Keep the OS&D area clean and organized.
- Contact customers and coordinate delivery appointment times.
- Identify freight bills requiring special delivery instructions.
- Respond to customer inquiries about bills of lading and provide proof of delivery by contacting departments or service centers to trace shipments.
- Respond to 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 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
