Overage, Shortage & Damage (OS&D) Support Specialist
SET Logistics, LLC is a licensed freight broker, serving shippers (customers) of all sizes across the United States and Canada by coordinating movement of their commercial goods with SET’s vast network of contracted third-party motor carriers and transport companies. Founded in 2013, we’ve SET ourselves apart by providing unmatched service and unparalleled communication to our customers. Using advanced technology and tracking solutions, our customers can “SET it, and forget it.”
Do you have a passion for human connection, a gift for solving problems, and a desire to serve? Are you process-oriented and quick to act, seeking rewarding work with growth opportunities? Do you thrive in a collaborative environment? Are you detailed and self-disciplined in achieving your goals? Are you an early riser? If you’re nodding “YES!”, we invite you to apply – no prior Logistics or trucking industry experience needed.
JOB DETAILS
Each month, SET arranges thousands of freight shipments across all modes of transport and all kinds of equipment; of which motor truck cargo the most common by far. Our team is the best at keeping these shipments running smoothly, but sometimes things happen. If cargo arrives damaged, off-spec, missing, or otherwise not right (“OS&D incident”), our customers look to SET to solve the problem.
Among all the different kinds of motor truck cargo shipments, refrigerated / temperature-controlled food product loads (“reefer” loads) are particularly prone to discrepancies / OS&D incidents; which require immediate attention and resolution.
In this role as OS&D Support Specialist, you will primarily serve SET’s reefer freight customers by identifying and proactively reporting / responding to OS&D events. Immediate resolution is critical because reefer loads often contain multiple consignees’ / delivery locations’ goods on one truck, and failing to recognize and resolve a small issue at an early stop on the route can quickly snowball into bigger problems at subsequent delivery locations.
Most often, reefer OS&Ds are just paperwork issues: the warehouse staff who load a truck mistakenly enter a different quantity of cases or product counts than what is actually put on the trailer. When the load is delivered and the consignee ‘counts in’ a different quantity than what is shown on the Bill of Lading paperwork, all sorts of billing problems can ensue. These issues can easily be resolved by simply informing the Shipper of the discrepancy, and relaying their instructions on how to resolve (common solutions include disposing of damaged or extra cargo, donating it, returning to pickup location, etc.). The Shipper (our customer) looks to SET to communicate and resolve these issues in real time as part of our freight brokerage services to them.
Success in this role involves keeping tabs on all in-progress reefer loads, communicating with dispatchers at the trucking companies contracted by SET, making sure that those dispatchers provide SET with copies of all delivery paperwork promptly at each stop, reviewing the delivery paperwork to identify any OS&D notes, and promptly relaying that information back to the Shipper for resolution.
In the event of a more serious OS&D incident (a traffic accident, missing load, food spoilage event, load rejection, etc.), SET’s dedicated Claims team will always step in to assist; along with the Account Management team(s) who serve as the primary contact for our customers.
Initially, we expect that this OS&D Support Specialist role will serve only one, long-time, high-volume SET reefer freight customer. Over time, the role may evolve into serving other SET customers, and you may even have the opportunity to build and lead an OS&D Support team as SET continues to grow – or grow into a sales or other administrative role yourself, as your skill set and comfort level increase.
At its core, the OS&D Support Specialist is a brand new position, and team collaboration and communication is paramount. You will be an integral part of quickly eliminating service issues before they become problems – and quickly responding to problems before they escalate further. Your input will also be critical in helping us spot emerging risks, and refining our vendor compliance processes to keep SET on the cutting edge.
What you’ll do:
- 01 Keep tabs on all in-progress reefer loads for assigned SET customer(s)
- 02 Communicate proactively with the dispatch contact(s) for the assigned motor carrier hauling the load, as well as SET’s internal service team members, and SET’s customer contact(s)
- 03 Maintain detailed records and notes for OS&D incident
- 04 Use good judgement in facilitating the most efficient resolution for each OS&D incident
- 05 Decide when to escalate any OS&D incident to SET’s dedicated Claims team
- 06 Respond to SET’s Accounting team, and assigned SET customer(s), for delivery paperwork requests
- 07 Negotiate with motor carriers to seek win-win resolutions when OS&D events require route or schedule changes.
- 08 Work with SET’s outsourced after-hours / weekend OS&D response team to ensure seamless customer service
- 09 Effectively establish SET’s OS&D resolution process as a value-add for our customers.
WE LOOK FOR - QUALIFICATIONS
- Bachelor’s degree preferred but not required
- Excellent, professional communication skills; both verbally and written
- Proven sales and/or customer service experience, not necessarily in Transportation / Logistics
- Exceptional, creative problem-solving and negotiation skills
- Excellent time management, organization, and multi-tasking skills
- Team player who finds joy in learning and thrives in a collaborative environment
- Ability to work 6am to 3pm working hours (M-F)
COMPENSATION / BENEFITS
Competitive full-time salary
Competitive compensation with opportunities for performance-based earnings.
Company-paid health insurance
Comprehensive health, dental, and vision insurance provided by the company.
Paid holidays and paid Personal Time Off (PTO)
Paid holidays and personal time off to support a healthy work-life balance.
Casual dress code, with opportunity for a Remote or Hybrid work setting
Flexible work options with a casual and comfortable work environment.
Opportunities for career advancement
Opportunities to grow your skills, take on new responsibilities, and advance your career.
Who succeeds at set
Successful Business Development Representatives are driven, competitive, resourceful, adaptable, relationship-focused, and accountable. They take ownership of their customers and freight, enjoy solving problems, and are motivated by the opportunity to build and grow their own book of business.
Quick Job Facts
Department
Site Logistics
Location
Birmingham, AL
Oneonta, AL
Mobile, AL
Job Type
Full -Time / Onsite
Have quick questions about this role? Contact our internal recruiting team.
apply@setlogistics.netdelivers? Apply now!
