Position Summary:
Responsible for performing the clerical and administrative functions for any or all hub and station operational areas, including linehaul, records management, quality assurance and customer service. Tends to damaged and incorrectly addressed packages in a timely manner to optimize delivery time. Serves as a customer’s first line of contact for a variety of issues.
Key Responsibilities:
- Reviews and trends loss and damaged claims filed to identify improperly charged claims and brings to the attention of management Additional Linehaul essential functions:
- Serves as frontline customer service to receive, solve and/or escalate customer inquiries and issues
- Responsible for records management tasks such as maintenance, destruction and inventory In addition to the above essential functions, the following functional area assignments have additional essential functions as noted below: Additional Quality Assurance/Loss Prevention essential functions:
- Compiles required documentation to establish and maintain Department of Transportation (DOT)-required files. Verifies timely log entry into system
- Ensures all packages receive appropriate scan statuses. Inspects and handles hazardous material damages as per policy. Ensures all loose product is accounted for as per company policy
- Compiles data and provides various regular and adhoc reports to management for review and determination
- Reviews, researches and/or enters data in various systems to support respective functional area
- Provides clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing and answering telephone
- Reviews and enters all Independent Contractor (IC) settlement information into appropriate system to ensure proper payments. Enters settlement adjustments as directed by manager
- Researches missing packages to understand the root cause of scanning failures and compiles information on disputed deliveries for management review
- Assists management with Business Control Self Assessment (BCSA) audit activity by retrieving data and/or files for review
- Prioritizes workflow to maximize the number of packages that can be resolved and sent out for delivery in the same day
- Supports ability for timely delivery and mitigates loss and damage by performing address searches/corrections through various sources and ensuring packages are in good condition for the customer
What you’ll have:
- General business skills such as typing; data entry and review; and use of phone, copier, and fax
- Previous clerical or customer service experience preferred
- Customer service skills necessary to effectively and professionally respond to requests
- Software skills, including use of Microsoft Office software and web-based applications
- High School Diploma or GED required