Position: Customer Services Agent, OS&D Oversee all the various administrative functions within the operation relating to OS&D (overages, shortages, and damages). Core Responsibilities & Duties: + Perform and monitor all OS&D functions within the facility. + Research new OS&D emails and ensure all paperwork is attached to the proper shipments as backup. + Review the OS&D board daily. Work on new OS&D emails that were not reported via email and ensure each board is up-to-date. + Plan, route, and coordinate OS&D-related products. + Check the OS&D cage as needed to ensure no new cartons have been added; take pictures of those cartons for inspection. + Enter notes in the remarks section with the latest OS&D updates. + Maintain and report an accurate inventory of all freight in the OS&D cage. + Assist Corporate Claims with any documents or information needed for claims filed. + Maintain and provide quality internal communication regarding OS&D, while adhering to all company policies and procedures. Call and/or email customers as necessary to resolve any open issues. + Review and make recommendations for Standard Operating Procedures. + Assist other departments when requested. + Ensure compliance with company policies regarding the employee handbook, safety regulations, and the use of company-supplied equipment/resources. + Create a time management plan for all daily activities. + Ensure phones are answered according to company policy. + Oversee the shipment release process, including dim/weight entry and shipment updates. + Other duties may be assigned as required. Qualifications: + Ability to gather and analyze information skillfully. + Plan and prioritize work activities using the available resources and reports to complete tasks productively and in a timely manner. + Able to write clearly and informatively, presenting data effectively and accurately. + Maintain confidentiality. + Balance individual and team responsibilities. + Ability to perform basic math, including addition, subtraction, division, and multiplication of whole numbers, fractions, and decimals. + Consistently present at work and on time. + Understand the business implications of decisions and exhibit sound, accurate judgment. + Must have demonstrated proficiency with Microsoft Office programs, including Excel, Word, Outlook, 7L, Pipeline, and Trans-Soft. + Associate degree or equivalent from a two-year college or technical school, along with 2-3 years of related experience and/or training, or an equivalent combination of education and experience. Forward Air is an Equal Opportunity Employer. #IND About Us Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base. Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry. Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication About the Team