Operations Agent Domestic Freight Forwarding

Description

The Operations Agent - Domestic Freight Forwarding provides advanced customer service operational coordination and administrative oversight to support complex shipment activity within a multimodal transportation terminal air/ocean branch or contract logistics site. Serving as a senior point of contact they manage escalated customer needs oversee endtoend shipment coordination and resolve service issues and improve operational outcomes. They are responsible for overseeing scheduling shipment tracking and tracing documentation accuracy and core financial processes including billing accounts receivable and accounts payable support. Working closely with customers carriers drivers and internal operations teams they proactively identify risks recommend solutions and ensure service commitments are met.

Base Pay: $60000-$65000 annually

Incentive Eligible

Schedule:

• Monday- Friday 7am-4pm

• Monday- Friday 8am-5pm

• Monday - Friday 9am-6pm

Responsibilities

• Serve as a senior point of contact for customers carriers drivers and internal teams managing complex or escalated service inquiries.
• Oversee and coordinate shipment activity from order entry through delivery ensuring accuracy timeliness and compliance with established procedures.
• Exercise independent judgment to resolve shipment exceptions service delays and documentation issues; determine appropriate corrective actions.
• Lead advanced tracking and tracing activities proactively identifying potential disruptions and communicating mitigation plans to stakeholders.
• Coordinate and optimize scheduling for pickups deliveries appointments and operational workflows across multiple parties.
• Review validate and approve shipping documentation including air waybills (AWBs) bills of lading labels and proof of delivery (POD).
• Provide guidance and informal mentorship to Customer Relations Coordinators and support staff on procedures systems and customer interactions.
• Oversee billing accuracy and financial documentation; analyze discrepancies and work crossfunctionally to resolve AR/AP issues.
• Maintain oversight of organized compliant electronic and physical files for shipment financial and administrative records.
• Collaborate with operations dispatch and leadership teams to improve communication service reliability and process efficiency.
• Identify recurring service issues or process gaps and recommend improvements aligned with operational goals.
• Support terminal or site activities as needed including freight acceptance and coordination of specialized shipment requirements.
• Participate in crossfunctional meetings training initiatives and operational improvement projects.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High School Diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.
• Progressive experience in customer relations logistics transportation or operational support roles with increasing responsibility.
• Demonstrated ability to exercise sound judgment and discretion in resolving complex customer and operational issues.
• Strong organizational analytical and problemsolving skills with the ability to manage competing priorities independently.
• Clear professional written and verbal communication skills including the ability to influence and collaborate across teams.
• Ability to work effectively in a fastpaced teamoriented onsite environment with minimal supervision.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies including Windows PCs Microsoft O365 (Outlook Word Excel PowerPoint etc.) and web conferencing (Teams Zoom Webex etc.)

• Environment: Comfort commuting to/from and working in a 100% onsite setting (listed in this posting) with travel for related meetings/events.

  #LI-onsite

  #LI-MP1

Required Experience:

Unclear Seniority