Customer Relations Coordinator

Position: Operations Agent

Pay Rate: $25-$30 per hour

Job Description:

The Operations Agent manages transportation for a portfolio of Omnis key accounts and provides unmatched customer service from the initial quote through final delivery. Acting as the primary point of contact, the Operations Agent builds mutually beneficial relationships with customers by overseeing all aspects of their shipments.

Daily responsibilities include quoting customers, pulling inventory, booking shipments, dispatching, tracking and tracing, and invoicing. The Operations Agent dynamically routes shipments to maximize margins while ensuring an exceptional customer experience. Working in a collaborative team atmosphere, all operators are cross-trained on customer accounts and partner closely with sales, warehouse staff, and account managers to meet customers ever-changing needs.

Core Responsibilities & Duties:

• Provide and process rate quotes and service orders for shipments while maintaining customer satisfaction.

• Review and respond to emails in a timely manner with internal and external customers.

• Dispatch, book, and monitor shipments daily using WorldTrak and other systems.

• Track and trace shipments to ensure on-time delivery, communicating status updates proactively.

• Work in conjunction with Account Managers, Sales, Customer Service, and Management to establish, implement, and maintain client-specific Standard Operating Procedures (SOPs).

• Investigate and resolve customer issues by developing solutions and making recommendations to management.

• Compile reports, process invoices, and provide support to other staff when shipment issues arise.

• Ensure compliance with Transportation Security Administration (TSA) regulations, as well as local, federal, corporate, and station management policies.

• Build and maintain strong relationships with vendors, negotiating pricing, securing bookings, and resolving service issues.

• Collaborate in a team environment to deliver seamless customer service and operational support.

• Other duties as assigned.

Job Requirements & Qualifications:

• Bachelors degree in business or related field, or equivalent years of experience

• Minimum 2-3 years freight forwarding experience

• Exceptional verbal and written communication skills with the ability to work with all levels of the organization

• Basic to advanced computer skills

• Demonstrate the ability to work in a fast-paced environment

  #LI-TK1

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 were powered by people. Whether youre in the warehouse, on the road, or behind the screen, every teammate keeps our global business in motion and brings logistics to life.