Service Center Clerk II

About the Role

This position involves handling a high volume of calls, managing freight documentation, and ensuring accurate record-keeping for overages, shortages, and damaged freight (OS&D), including hazardous materials. You will coordinate deliveries, resolve customer inquiries, and assist with billing and tracing shipments.

Responsibilities

• Answer and direct high-volume telephone calls with accuracy.
• Maintain count lists of received or shipped items, verifying against bills of lading and recording discrepancies.
• Prepare paperwork and repackage OS&D freight.
• Maintain accurate records to report OS&D freight issues daily or weekly to Service Center management.
• Keep the OS&D area clean and organized.
• Contact customers to schedule delivery appointments and coordinate delivery times.
• Identify freight bills requiring special delivery instructions.
• Respond to customer inquiries regarding bills of lading and provide proof of delivery by tracing shipments through other departments or service centers.
• Address customer complaints about billing or services, referring issues to designated departments for investigation, resolution, and follow-up.
• Investigate, resolve, and respond to customer inquiries about overages, shortages, and damaged freight, including hazardous materials.
• Verify and process paperwork and procedures for claims, charges, and freight tracing.
• Scan or image bill of lading receipts.
• Transfer information from bills of lading to prepare bills for freight movement, applying appropriate tariffs and charges.
• Place shipments on-hand.
• Assist with dispatch phones to support customers and drivers.
• Regular attendance is required.

Requirements

• High School Diploma or General Education Degree (GED), or equivalent combination of education and experience.
• Experience in billing, collections, tracing, and OS&D preferred.
• Proficiency in MS Word and Excel; AS400 experience strongly preferred.
• Strong customer service and clerical skills.
• Excellent verbal, written, and listening skills.
• Ability to work on regular tasks with occasional direction and refer complex situations to experienced staff or management.
• Problem-solving skills for standard, clearly defined issues.
• Transportation industry experience is a plus but not required.
• Must be able to lift approximately 20 lbs. or more as required by job functions.
• Ability to comply with all company policies, rules, procedures, and Code of Conduct.
• Strong interpersonal skills for working independently or in a team.
• Capability to work under tight time constraints in a high-volume, multi-priority environment.
• Ability to read, interpret, and comply with written documents (e.g., safety rules, operations manuals) with high comprehension and concentration.
• Must pass a pre-employment drug screen, random drug/alcohol tests, and a criminal background check.
• Must be authorized to work in the United States.

Physical Demands

• Regularly required to talk or hear.
• Specific vision abilities include close, distance, peripheral, depth perception, and the ability to adjust focus.
• Frequently required to sit and use hands to operate computers and standard office equipment.
• Occasionally required to stand, walk, lift, twist, turn, and reach with hands and arms.
• Must be capable of lifting a minimum of 20 lbs. or more as required by job functions.

Work Environment

• Frequently exposed to moving mechanical parts and fumes or airborne particles.
• May be required to work in high or precarious places, with hazardous materials, and in various weather conditions.
• Noise levels range from quiet to loud, depending on job functions.

About the Company

Estes is the largest privately owned freight carrier in North America, offering reliable freight solutions and exceptional service. With nearly a century of expertise, Estes operates a robust fleet and a vast network of over 10,000 doors and 280 terminals. The company provides comprehensive transportation solutions, including Less Than Truckload (LTL), Volume LTL, Truckload, Time Critical Guaranteed, Custom Shipping, Logistics, and Final Mile. Estes is committed to a diverse workforce and a culture of integrity, trust, and teamwork.