Sr Operations Admin-3

About the role

Performs clerical and administrative functions for hub and station operational areas, including linehaul, quality assurance and customer service. Tends to damaged and incorrectly addressed packages to optimize delivery time. Serves as a customer's first line of contact for a variety of issues.

Responsibilities

• Provides clerical support to management and operational functions, including photocopying, filing, faxing, emailing and answering telephone
• Reviews, researches and/or enters data in various systems to support respective functional area
• Compiles data and provides regular and adhoc reports to management for review
• Serves as frontline customer service to receive, solve and/or escalate customer inquiries and issues
• Assists management with Business Control Self Assessment (BCSA) audit activity by retrieving data and/or files for review

Quality Assurance/Loss Prevention responsibilities

• Supports timely delivery and mitigates loss and damage by performing address searches/corrections and ensuring packages are in good condition
• Prioritizes workflow to maximize packages resolved and sent for delivery same day
• Ensures all packages receive appropriate scan statuses
• Inspects and handles hazardous material damages as per policy
• Ensures all loose product is accounted for per company policy
• Researches missing packages to understand root cause of scanning failures and compiles information on disputed deliveries for management review
• Reviews and trends loss and damaged claims to identify improperly charged claims and brings to management attention

Linehaul responsibilities

• Reviews and enters Independent Contractor (IC) settlement information into system to ensure proper payments; enters settlement adjustments as directed
• Compiles documentation to establish and maintain Department of Transportation (DOT)-required files; verifies timely log entry
• Enters individual vehicle mileage records and works with ICs and Linehaul staff to rectify issues
• Tracks metrics including IC charge back program, complaints and maintenance compliance; prepares weekly reports for management review
• Serves as initial contact for IC inquiries relating to settlement, uniforms, decals, etc., and routes to management for resolution

Requirements

• High School Diploma or GED required
• Four (4) years customer service, clerical or related experience required
• Experience in dock operations environment or distribution center setting preferred

Skills

• General business skills: typing, data entry, use of phone, copier, and fax
• Software skills: Microsoft Office and web-based applications
• Customer service skills to respond professionally to requests
• Time management, organizational and multi-tasking skills for fast-paced environment with changing priorities
• High attention to detail and accuracy to achieve daily assignments and goals

Performs other duties as assigned.