Service Center Clerk II

About the Role

This night shift position involves handling a high volume of telephone calls, managing freight documentation, and coordinating deliveries. The role requires maintaining accurate records, resolving customer inquiries, and supporting various operational tasks within a fast-paced transportation environment.

Responsibilities

• Answer telephones with a heavy call volume and direct calls accurately.
• Maintain count lists of items received or shipped and verify against the bill of lading, recording any discrepancies.
• Prepare all paperwork and repackage Over, Short, and Damaged (OS&D) freight.
• Maintain accurate records to report all OS&D freight issues daily or weekly to Service Center management.
• Keep the OS&D area clean and organized.
• Contact customers to coordinate delivery times and schedule appointments for freight delivery.
• 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 concerning billing or services, referring issues to designated departments for investigation, resolution, and follow-up.
• Investigate, resolve, and respond to customer inquiries about overages, shortages, damaged freight, and hazardous materials.
• Verify and process paperwork related to claims, charges, and tracing of freight.
• Scan and/or image bill of lading receipts.
• Transfer information from the bill 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 communication skills.
• Ability to perform regular tasks with occasional direction and solve problems with standard solutions.
• Ability to work independently or in a team under tight time constraints in a high-volume environment with multiple priorities.
• Capability to read, interpret, and comply with written information such as safety rules, operations manuals, and maintenance instructions.
• Must pass a pre-employment drug screen, random drug/alcohol tests, and a criminal history background check.
• Must be authorized to work in the United States.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• Regularly required to talk or hear.
• Specific vision abilities include close vision, distance vision, peripheral vision, 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 if required by job functions.

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job.

• 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 Estes

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 and Logistics, and Final Mile.

Our mission is to deliver responsive freight solutions so employees and customers can focus on what matters most. Estes fosters a family-inspired culture built on integrity, trust, and teamwork, with over 24,000 employees committed to overcoming challenges with courage and determination.