Transportation Customer Service Representative

Position: Carrier Operations Coordinator - Pickup and Delivery

Pay Rate: Starting at $21 per hour

Schedule: Mon - Fri 9am - 6pm for training, after that could be 11am - 8pm

The Carrier Operations Coordinator - Pickup and Delivery supports day-to-day transportation services within a network of third-party carriers and terminal partners. They help ensure shipments are picked up and delivered on time while maintaining accurate and timely system updates. They monitor carrier performance, document service activity, and escalate issues as needed to maintain a high level of service. Working closely with internal teams and external partners, they are central to delivering a smooth and reliable customer experience.

Responsibilities

• Enter and maintain accurate shipment data, including proof-of-service and delivery documentation.

• Monitor carrier performance against key expectations and metrics, including timeliness and documentation standards.

• Ensure proof-of-service data is entered promptly (e.g., within 30 minutes of service completion).

• Verify proof-of-delivery documentation is visible to customers within required timeframes.

• Assist in identifying and reporting service issues, delays, or exceptions for resolution,

• Communicate professionally with internal teams, terminal personnel, and carrier partners.

• Coordinate vendor and terminal team interactions to minimize handoff delays.

• Review carrier invoices and flag discrepancies based on contractual guidelines.

• Evaluate accessorial charges for accuracy and proper documentation.

• Participate in initial investigations of lost or delayed freight and escalate as needed.

• Maintain organized records and ensure data accuracy across multiple systems.

• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High school diploma or equivalent required; Undergraduate degree from an accredited college or university preferred.

• Experience: Previous experience in customer service, operations, logistics, or administrative support preferred (including internships or part-time jobs).

• Strong attention to detail with the ability to follow processes and maintain data accuracy.

• Ability to manage multiple tasks and stay organized in a fast-paced environment.

• Effective communication skills, both verbal and written.

• Reliable attendance and strong work ethic with a willingness to learn

• 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% on-site setting (listed in this posting), with travel for related meetings/events.

Forward Air is an Equal Opportunity employer.

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Forward Air is a leading asset-light provider of transportation services across the United States, Canada, and Latin America. We provide expedited less-than-truckload services, including local pick-up and delivery, shipment consolidation/deconsolidation, warehousing, and customs brokerage by utilizing a comprehensive national network of terminals. In addition, we offer truckload brokerage services, including dedicated fleet services, and intermodal, first and last-mile, high-value drayage services, both to and from seaports and railheads, dedicated contract and Container Freight Station warehouse and handling services. Forward also operates a full portfolio of multimodal solutions, both domestically and internationally, via Omni Logistics. Omni Logistics is a global provider of air, ocean, and ground services for mission-critical freight. We are more than a transportation company. Forward is a single resource for your shipping needs
We move freight, but we’re powered by people. Whether you’re in the warehouse, on the road, or behind the screen, every teammate keeps our global business in motion and brings logistics to life.