OS&D Technician

The OS&D Technician is a critical control point in the integrity of our freight operations. This role exists to resolve exceptions—lost, damaged, or unaccounted freight—quickly and accurately, protecting both customer trust and operational efficiency. In a high-volume service center, breakdowns in freight visibility or handling create real financial and reputational risk.

Success in this role means turning uncertainty into resolution: locating missing freight, ensuring proper disposition, and maintaining precise documentation that feeds downstream billing, claims, and operational performance. This position directly influences service reliability, cost containment, and customer satisfaction—making it a mission-critical part of the business.

What you’ll do1. Own OS&D Resolution End-to-End Act as the primary point of contact for OS&D-related inquiries from shippers and internal stakeholders

Investigate and resolve lost or missing freight through systematic dock checks and record analysis

Determine and execute appropriate disposition actions in coordination with shippers

Manage hands, refusals, and exception cases with accuracy and urgency
2. Maintain Operational Control on the Dock Oversee physical handling and organization of OS&D freight within the service center

Ensure all exception freight is properly identified, staged, and tracked to final disposition

Partner with dock and operations teams to close gaps in freight flow and accountability

Reduce dwell time and prevent repeat issues through proactive monitoring
3. Execute Documentation and Systems Accuracy Complete all required OS&D documentation with precision and timeliness

Maintain accurate records across internal systems to support claims resolution and billing integrity

Input and manage data using internal platforms, databases, and Microsoft Office tools

Ensure compliance with company procedures and audit expectations
4. Communicate Across the Network Coordinate with customers, terminals, service centers, and corporate teams to resolve exceptions

Provide clear, concise updates on freight status and resolution timelines

Support sales and customer service teams with actionable information

Maintain professional, solution-oriented communication in high-pressure scenarios
5. Contribute to Continuous Improvement Participate in team initiatives to improve OS&D processes and reduce exception volume

Identify recurring issues and escalate opportunities for operational improvement

Follow standardized procedures while contributing practical insights from daily execution

Support a performance-driven, accountable team environment

What you bring

High school diploma or GED required; 2+ years of OS&D, freight operations, or customer service experience

Working knowledge of LTL, freight handling, or logistics environments preferred

Strong written and verbal communication skills with the ability to engage customers and internal teams

Intermediate computer proficiency, including email, databases, and Microsoft Office applications

Familiarity with AS/400 systems preferred

Solid math aptitude, including basic arithmetic, ratios, and data interpretation

Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously

Ability to follow structured processes while solving practical, real-world problems

Experience working with operational documentation, tracking systems, and performance metrics

How you operate

You think in systems, not isolated tasks

You own outcomes and follow through to resolution

You move with urgency while maintaining accuracy

You communicate clearly, directly, and professionally

You stay organized under pressure and manage multiple priorities effectively

You approach problems with logic, discipline, and persistence

You collaborate across functions without losing accountability

About Roadrunner We’re not just moving freight; we’re reimagining long-haul shipping. Our Smart Network offers more direct long-haul metro-to-metro routes than any other nationwide LTL carrier in the United States, with service extending into Canada and Mexico and terminals across 40+ metro markets. Powered by AI and machine learning, our operations platform ensures…