Service Center Clerk II

Estes is the largest, privately owned freight carrier in North America, offering reliable freight solutions and exceptional service with a robust fleet and vast network of over 10,000 doors and 280 terminals.

About the role

This position involves handling a high volume of calls, managing freight documentation, coordinating deliveries, and resolving customer inquiries related to billing, shipments, and claims.

Responsibilities

• Answer telephones with a heavy call volume and direct calls accurately.
• Maintain count lists of items received or shipped and verify against bills of lading, recording any discrepancies.
• Prepare all paperwork and repackage OS&D (Over, Short, and Damaged) 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 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 and procedures for claims, charges, and tracing of freight.
• Scan and/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 solve problems with standard solutions.
• Experience in the transportation industry is a plus but not required.
• Must be able to lift approximately 20 lbs. or more as required by job functions.
• Must comply with all company policies, rules, procedures, and Code of Conduct.
• Ability to interact well with others, work independently or in a team, and handle tight deadlines in a high-volume environment.
• Strong ability to read, interpret, and comply with written information, including safety rules and operational manuals.
• 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 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.

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.