Agency Support Specialist

Job Description

About the Company

Freight Flex is one of the fastest growing third-party logistics company built around helping independent freight brokers establish, operate, and grow their own businesses.

Through our agency program, we provide agents with the technology, operational infrastructure, financial resources, and support teams they need to focus on what they do best: building customer relationships and moving freight.

Our Agency Division is focused on creating an environment where independent brokers can operate successfully without having to manage all the administrative and operational challenges of running a brokerage on their own.

We're looking for an Agency Support Specialist to join our Knoxville office and help us

continue delivering an exceptional experience to our growing network of agents.

About the Role

The Agency Support Specialist will serve as a key resource for Freight Flex's independent agency network, assisting agents with day-to-day operational questions, system navigation, onboarding, and general brokerage support.

This individual will work closely with our Agency Division and internal departments to help agents solve problems, understand processes, and access the resources available to them.

The ideal candidate has a strong understanding of freight brokerage operations, enjoys working with people, and is comfortable troubleshooting issues across multiple systems and departments.

This is not a sales or agency recruiting position. The primary focus is supporting existing agents and making their day-to-day operations easier.

Responsibilities

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• Agent Support: Serve as a primary point of contact for general agent questions, routine operational challenges, and requests for assistance.
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• Agent Onboarding: Help new agents navigate onboarding requirements, system access, training resources, and internal procedures.
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• Technology & Systems: Assist agents with common questions involving Tai TMS, DAT, Highway, and other brokerage technology platforms.
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• Carrier Setup & Compliance: Help agents understand carrier onboarding requirements, insurance guidelines, carrier verification, and compliance procedures, while coordinating with the appropriate teams for approvals and more complex issues.
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• Operational Guidance: Provide general assistance with brokerage workflows, load management, documentation, and internal processes.
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• Internal Coordination: Work with departments such as Carrier Compliance, Accounting, Credit, and Operations to help agents find answers and resolve issues.
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• Issue Resolution & Follow-Up: Take ownership of agent inquiries by researching issues, connecting the appropriate resources, and following up to ensure questions are addressed.
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• Process Improvement: Identify recurring questions, common challenges, and opportunities to improve our agent resources, training materials, and overall support experience.
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Qualifications

Required:

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• Previous experience working in freight brokerage, third-party logistics, or transportation operations.
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• Working knowledge of day-to-day freight brokerage processes, including carrier setup, load management, and operational workflows.
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• Familiarity with transportation management systems and common freight brokerage technology.
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• Basic understanding of carrier compliance, insurance requirements, and carrier verification procedures.
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• Strong communication, organizational, and problem-solving skills.
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• Ability to manage multiple requests, prioritize issues, and follow through with minimal supervision.
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• Comfortable working independently while collaborating with multiple internal departments.
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• A service-oriented mindset and genuine interest in helping others succeed.
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Preferred Skills

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• 1+ years of experience in freight brokerage operations, carrier services, or account management.
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• Experience using a TMS, DAT, Highway, or similar industry platforms.
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• Previous experience supporting freight agents, brokers, or customer-facing operations teams.
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• Experience troubleshooting operational issues and coordinating resolutions across departments.
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What Makes Someone Successful in This Role? We're looking for someone who is approachable, resourceful, dependable, and genuinely enjoys solving problems.

Our agents are independent business owners who rely on Freight Flex to provide the operational infrastructure behind their businesses. When questions or challenges arise, they need someone who understands their concerns, communicates clearly, and helps them find a solution.

You don't need to know the answer to every question, but you should be comfortable finding the answer, working with the right people, and making sure nothing falls through the cracks.

The best fit will be someone who takes pride in being a reliable resource for others and enjoys learning the many different aspects of the freight brokerage industry.

Why Join Freight Flex?

At Freight Flex, you'll have the opportunity to work directly with independent freight brokerage owners and gain exposure to many different areas of the logistics industry.

You'll collaborate with our Agency Division, operations, compliance, accounting, and technology teams while playing an important role in supporting the success of our growing agency network.

We're looking for someone who wants to become a trusted resource, contribute to a strong team environment, and grow with the company.

Work Location

This is a full-time, hybrid position based in our Knoxville, Tennessee office, working alongside members of the Freight Flex team to support agents throughout our network.