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.

• 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

• 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

• 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

• 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

• Participate in team initiatives to improve OS&D processes and reduce exception volume
• Identify recurring issues and elevate opportunities for operational improvement
• Follow standardized procedures while contributing practical insights from daily execution
• Support a performance-driven, accountable team environment

• 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

• 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…