Service Center Clerk II (First Shift)
About The Position
This role involves managing a high volume of telephone calls, accurately directing them, and maintaining detailed records of received and shipped items. The Service Center Clerk II is responsible for preparing paperwork, repackaging freight, and reporting OS&D (Over, Short, and Damaged) freight issues to management. Key duties include coordinating delivery appointments with customers, responding to inquiries about bills of lading, providing proof of delivery, and resolving customer complaints regarding billing or services. The position also requires investigating and responding to customer inquiries about freight discrepancies, processing claims and charges, scanning bills of lading, and preparing bills for freight movement by applying appropriate tariffs and charges. Additionally, the role assists with dispatch phones and requires regular attendance. This is not an exhaustive list of duties, and employees must be able to perform any other duties assigned.
Requirements
- High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
- Experience in billing, collections, tracing & OS&D preferred
- Computer skills; proficient in MS Word and Excel required
- AS400 experience strongly preferred
- 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
- Experience in the transportation industry a plus although not required
- 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
- AS400 experience
- Experience in the transportation industry
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
