OS&D Clerk

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COMPANY OVERVIEW

CrossCountry Freight Solutions (CCFS) is an exceptional company with a mission to achieve universal prosperity with our Customers, Company, Team Members, & Communities. We use the latest technology to provide quality service and on-time delivery to our customers. CCFS provides direct service throughout the Western and Central United States. We look forward to having you Hitch on and Prosper with us!

The Regional OS&D Clerk is responsible for investigating, documenting, and resolving freight discrepancies, including overages, shortages, and damaged shipments across multiple terminals or service centers within a designated region. This role serves as a liaison between operations personnel, customers, carriers, and claims departments to ensure accurate shipment tracking, timely resolution of issues, and compliance with company policies and transportation regulations.

Essential Duties and Responsibilities

• Investigate and process all overage, shortage, and damage (OS&D) freight incidents.
• Review shipping documents, bills of lading, delivery receipts, freight bills, and tracking records to identify shipment discrepancies.
• Coordinate with terminal personnel, warehouse staff, drivers, customers, and carriers to locate missing freight and resolve shipment issues.
• Document OS&D cases accurately in company operating systems.
• Maintain records of claims, investigations, corrective actions, and resolutions.
• Monitor OS&D reports and provide updates to management regarding trends and unresolved issues.
• Assist in reducing freight claims through root-cause analysis and process improvement recommendations.
• Communicate professionally with customers regarding shipment status and resolution efforts.
• Ensure compliance with company policies, transportation regulations, and customer service standards.
• Coordinate the return, disposal, re-delivery, or transfer of overage freight as required.
• Work closely with claims and customer service departments to facilitate claim settlements.
• Generate and distribute regional OS&D performance reports and metrics.
• All other duties assigned to you by your direct supervisor or manager.

Required Qualifications

• 1–3 years of transportation, logistics, warehouse, freight claims, customer service, or OS&D experience preferred.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication abilities.
• Proficiency with Microsoft Office Suite, especially Excel and Outlook.
• Ability to analyze shipment documentation and freight records.
• Strong problem-solving and investigative skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Occasional walking in warehouse or dock environments.
• Ability to lift up to 25 pounds occasionally.

Key Competencies

• Attention to Detail
• Customer Service Orientation
• Problem Solving
• Communication Skills
• Time Management
• Data Entry Accuracy
• Team Collaboration
• Investigative Analysis

Typical Performance Metrics

• OS&D case resolution time
• Freight recovery rate
• Claims reduction percentage
• Documentation accuracy
• Customer satisfaction scores
• Regional compliance with OS&D procedures

Reports To: OS&D Manager

Location: Remote position within the KCY region preferably.