OS&D Representative

Frozen Food Express is looking for an OS&D Representative for our Lancaster, TX location.

Our strategic vision at Frozen Food Express is to be the premier temperature-controlled LTL carrier in North America. Our mission is to be the safest, most predominant, temperature-controlled LTL carrier, offering best in class service to our customers.

Position Overview: The OS&D (Over, Short & Damaged) Representative is responsible for managing freight discrepancies and ensuring timely resolution of delivery exceptions. This role involves direct communication with drivers, customers, and internal teams to maintain service quality and minimize claims.

Key Responsibilities:

• Answer calls from drivers reporting OS&D issues at the time of delivery.
• Investigate OS&D incidents at service centers or during transit.
• Communicate with customers and carriers to resolve delivery exceptions.
• Process disposition requests and ensure proper documentation.
• Educate service centers on OS&D procedures and freight handling best practices.
• Collaborate across departments to improve exception management processes.
• Provide timely updates and resolution notices to stakeholders.
• Support claims reduction initiatives and customer satisfaction efforts.
• Maintain accurate records and generate reports as needed.

Qualification/Skills:

• High School Diploma or GED, or any combination of education and experience
• Regular attendance is required
• AS400 experience preferred
• Computer skills; advanced knowledge in MS Word and Excel
• Strong customer service skills
• Excellent verbal and written communication and listening skills
• Ability to work independently and in a team environment
• Detail oriented with strong analytical skills
• Must be able to work in fast paced environment with high volume workload with multiple priorities
• Experience in the transportation industry a plus, but not required

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