Service Center Clerical Support

Job Title:

Service Center Clerical Support-FT

Company:
Ward Trucking, LLC

Location:

Baltimore (Halethorpe, MD)

Employment Status:
Full Time

Rate of Pay: $21.50 to $23.50 per hour

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 centre’s Desired State.

Customer Service Responsibilities (all apply):

• Answer telephones in accordance with Ward standards using applicable marketing greeting.
• Every morning review Report FRR
  333 – 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 FRR
  067P – 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 centre’s O S & D Specialist or assigned back up person using guidelines provided by Customer Service Manager.
• Support service centre 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 centre 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 centre 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 centre. 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…