Job Description
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.
What you’ll do
1. Own OS&D Resolution End-to-End
- 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
2. Maintain Operational Control on the Dock
- 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
3. Execute Documentation and Systems Accuracy
- 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
4. Communicate Across the Network
- 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
5. Contribute to Continuous Improvement
- Participate in team initiatives to improve OS&D processes and reduce exception volume
- Identify recurring issues and escalate opportunities for operational improvement
- Follow standardized procedures while contributing practical insights from daily execution
- Support a performance-driven, accountable team environment
What you bring
- 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
How you operate
- 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 across functions without losing accountability
About Roadrunner
We’re not just moving freight; we’re reimagining long-haul shipping. Our Smart Network™ offers more direct long-haul metro-to-metro routes than any other nationwide LTL carrier in the United States, with service extending into Canada and Mexico and terminals across 40+ metro markets. Powered by AI and machine learning, our operations platform ensures real-time tracking, custodial control, and full shipment visibility. With driver teams executing over-the-road (OTR) moves — and no freight moving on rail — customers experience industry-leading transit times, minimal rehandling, and dramatically reduced risk of loss or damage.
Our 900+ owner-operators benefit from scheduled freight, fewer touches by design, consistent long-haul density, and a differentiated metro-to-metro model that creates predictable earning opportunities.
This precision and performance have earned Roadrunner national recognition by over 3,000 shippers, and was ranked this year #1 in Operations, #1 in Technology, and #1 in Value in the Quest for Quality Awards, as well as honors as a Top 100 Trucking Company by Inbound Logistics and a Top Tier Service Carrier by Mastio.
We’re growing fast. Roadrunner is building something special with great people, a winning culture and a differentiated service offering in the marketplace. Join us today to grow your career!
We Run Safe. We Run Smart. We Run Together.
Compensation & Setup
- Pay: $22.00 per hour
- Location: Onsite – Dallas, TX
- Benefits: Full benefits package including medical, dental, vision, 401(k), and paid time off
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Physical Demands
- While performing the duties of the job, the employee is regularly required to sit, reach/handle items, work with the fingers, and talk and hear others in conversations via the phone or in person. Requires use of a keyboard.
- The employee is occasionally required to stand and walk.
- Requires walking on a dense concrete dock, walking in enclosed spaces over uneven footing, often over and around wooden pallets.
- May require lifting up to 20 pounds from floor to full extension.
Work Environment
- The noise level is moderate based on general conversation tones, ringing phones and laser printer operation.
- Work in well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
- May work on the dock, may be in extreme heat or cold; dock can be dirty and slippery.
* The above statements reflect the general details necessary to describe the principal functions of the position and are not intended to be all inclusive. The position and any of the requirements listed above are subject to change at any time according to the changing needs of the company.
* Roadrunner is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.
* We will not accept unsolicited candidates from external recruiters or recruiting agencies. Thank you!
#LI-Onsite Dallas, TX