Service Center Clerical Support-FT
Company: Ward Transport & Logistics
Location: Allentown
Posted on: April 5, 2021
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Job Description:
Job Title: Service Center Clerical Support-FT Advertising Title:
Req #: 11207 Company: Ward Trucking, LLC Job Code: SVCCTRCS
Location: Allentown Employment Status: Full Time City: Easton Area
of Interest: Administrative Support State: PA Rate of Pay:
Competitive Rate and Benefit PackageJob DescriptionJOB TITLE:
Customer Service Associate / Clerical Support / OS&D
AssociateREPORTS TO: Service Center ManagerOVERVIEW OF ROLE: To
ensure the customer is always serviced first and receives the type
of attention that makes them want to do business with Ward. To grow
our business through customer retention while balancing costs by
performing clerical duties efficiently. To support operations and
sales in accordance with service center's Desired State.DUTIES AND
RESPONSIBILITIES:Customer Service Responsibilities (all apply)
Answer telephones in accordance with Ward standards using
applicable marketing greeting. Every morning review Report FRR333 -
Non Credit Report. The report is used to look for billing errors,
cash only customers and determine if a shipment can be charged.
Call all customers on Report FRR067P - DRC/COD Payments Not Picked
up at Delivery informing them of our payment terms. All calls
should be recorded on the freight bill. Serve customers by
coordinating problem resolution between customers, territory sales
managers, and operations personnel. Resolve problems in a timely
manner, enter information in the Customer Feedback Log, communicate
resolution to all parties involved and check customer satisfaction
level with the way it was handled. Expedite and trace shipments,
correct errors in freight billing, provide rate quotes as requested
by customers. Coordinate expedited service when necessary through
Customer Service Manager or Customer Service Supervisor. Direct
calls on O S & D issues from customers and / or P & D drivers to
the service center's O S & D Specialist or assigned back up person
using guidelines provided by Customer Service Manager. Support
service center driver / sales huddle plans as well as local
business development plan. Process customer requests for pickups,
proof of delivery, bill of lading in a timely manner. Provide
internal customer service to personnel from other service center
locations.Clerical Support Responsibilities (highlight all that
apply) Create daily P & D driver delivery manifests with speed and
accuracy so as not to delay drivers from beginning their run on
time. Schedule delivery appointments for freight on a daily basis,
properly note appointment time/date on delivery receipts and
accurately and promptly enter delivery appointment information into
computer. Order supplies for the service center keeping sufficient
quantities on hand. Accurately perform clerical support duties as
required including typing correspondence, maintaining files,
photocopying, faxing, etc. Enter delivered status on interline
bills daily to show that freight was given to an interline carrier.
Prepare stripping manifest and update bills for selected customers
and / or partners. Proficiently assist dispatcher when necessary
with computerized dispatch process. In a timely manner, accurately
create stripping manifests for dock use to route freight to
appropriate service center. Understand importance of using correct
customer account number when creating stripping manifest, accuracy
reflected on audit score. Understand and correctly use projected
delivery date coding and customer bucket segmentation codes.
Promptly arrive drivers, tractors and strips trailers in the
computer so that equipment is ready to be re-entered for use. Check
in P & D drivers promptly and with accuracy disseminating paperwork
accordingly. Count, verify and place cash in safe place when
checking in drivers. Attach COD checks to corresponding delivery
receipt to be sent in to Altoona. Verify checks, list separately on
cash report and put in safe place. Accurately prepare cash
settlement sheets and bank deposit slips. Enter all deliveries into
the computer, along with delivery exceptions, customer signature,
time in and out, and amount of money collected. Fax bills to
Central Billing Department on a timely basis and be available to
answer questions that central billers may have about bills.
Accurately create billing for locals, specialty bills, and those
that cannot be faxed for various reasons so that they are done
early enough for dock workers to handle. Copy bills of lading for
Revenue Accounting as needed and send them in daily so that
customers can be billed promptly with the documentation they
require. Prepare linehaul manifests to dispatch linehaul drivers.
All linehaul driver envelopes are to include: trailer number, Pro
number of one shipment on the trailer, road driver's name, tractor
number, seal number, weight, driving (route) instructions and any
hazardous placards that may be required (if applicable). All
linehaul driver envelopes should contain a copy of the stacking
report, road manifest (if available) and any packing slips that
accompany shipments on the trailer. Demonstrate personal
reliability by consistently meeting attendance / punctuality
commitments. Cooperates with others and willingly puts forth effort
to achieve Company goals. Establishes and maintains good working
relationships with other team members.O S & D Accountabilities:
Daily checks all stripping manifests from previous day for any
overages or shortages. If over or short, does a freight bill
inquiry for any exceptions posted at thedestination service center.
Checks original bill of lading to verify number of pieces shipped.
If short, calls shipper to see if freight was left on shipper's
dock. If over, calls shipper for corrected bill of lading. Daily
enters correct codes for pickup exceptions from the previous day in
Truck Check Entry screen of computer. Daily clears all O S & D
freight brought back by the drivers the previous day. All freight
put in designated O S & D area and labeled either as "Over Freight"
using white label or as "Driver Return" using green label
Accurately complete Daily Dock Checks and confer with dock
supervisors regarding any distressed freight. Research of
unidentified freight. Daily checks inbound road manifests for
exceptions. Clears all exceptions, misloaded freight, etc. Posts
daily Truck Check Entry by 11:00 AM. Checks delivery receipts from
the previous day for notations. If over / short, calls consignee
for description of freight. Clarifies any vague notations on
delivery receipts with P & D driver. Investigates all high value
shortages of $200.00 or more immediately. Daily contacts shippers
for disposition of refused freight. Issues On Hand forms for
shipments with no resolution available and copies to Claim
Department. Arranges third party inspections for damaged refusals
estimated or stated to be valued at $200.00 or more. Daily reviews
the "late shipment" and "clears" accordingly. Daily reviews the "no
freight" report and "clears" accordingly. Issues APB's for missing
freight and to identify mystery freight. Reviews daily PCIR report
and clears or reviews service center failures. Reports to manager
on accurate and inaccurate findings from report. Cut free astrays,
revenue bills, salvage bills, dump bills as needed to complete
shipments. Enter weekly dock checks for freight with no resolution.
Notifies Safety Department for damaged freight of a hazardous
nature which may need professional removal. Enter notes in system
of steps taken on distressed shipment issues. Forward information
on claim related issues to manager for use in identifying employee
and customer issues and meeds for use in action steps and
meetings.Claims Evidence: Communicate daily with P & D drivers
reporting overages, shortages, damage. Note information from driver
accordingly in O S & D log and assign O S & D log number to driver
for notation on delivery receipt in question. Supports Claim
Prevention processes and special projects accordingly. Orders and
maintains sufficient supply of all colored O S & D labels and make
them easily accessible to driver and dock personnel. Fully support
all technologies and processes, introduced by Ward, that are
intended to improve efficiencies and/or the customer experience.
Support would include adherence to training programs, guidelines
and processes associated with these systems.Job
Requirements:REQUIREMENTS: Must be customer focused with good
people skills. Must have excellent communication skills and basic
knowledge of telephone etiquette. Must have previous clerical
experience in a business atmosphere. Proficient data entry skills
with attention to detail. Previous experience in the motor carrier
industry is desirable. Ability to work required hours (night shift,
overtime if applicable) and travel if necessary.This job
description does not necessarily represent an exhaustive list of
responsibilities, skills, duties, requirements, efforts, or working
conditions associated with the job. While this is intended to be an
accurate reflection of the job, management reserves the right to
revise the job or to require that other or different tasks be
performed as circumstances change.
Keywords: Ward Transport & Logistics, Allentown , Service Center Clerical Support-FT, Administration, Clerical , Allentown, Pennsylvania
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