Brokerage Operations Specialist

Forward Air Corp.; Des Plaines (IL); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement savings plan with ER

Paid holidays

Job summary

Forward Air Corp. is seeking a Brokerage Operations Specialist in an on-site role in the United States.

The position focuses on coordinating freight shipments from pickup to delivery, partnering with Customer Sales, Carrier Sales, and Account Management to ensure timely, accurate execution and exceptional customer service. The role requires strong communication, organization, and problem-solving skills, with responsibilities spanning shipment coordination, account management, and process

Qualifications

• Strong customer service skills with the ability to build and maintain professional relationships.
• Excellent written, verbal, and interpersonal communication across organization levels.
• Ability to manage multiple priorities with high accuracy and attention to detail.

Responsibilities

• Support the successful execution of customer freight shipments with Sales and Carrier teams.
• Coordinate and monitor truckload shipments from tender to delivery, ensuring service commitments.
• Schedule pickups and deliveries while communicating shipment statuses to customers and stakeholders.
• Maintain ownership of assigned customer accounts and daily load activity for exceptional service.
• Develop relationships with customers and facilities to understand needs and growth opportunities.
• Act as primary contact for shipment inquiries and resolve service issues.
• Collaborate with carrier teams to secure capacity aligned with customer requirements.
• Monitor shipment performance, milestones, and escalate when needed.

Skills

Customer service

Communication

Attention to detail

Multitasking

Education

High School Diploma or GED

Tools

MS Office

Windows OS

Job description

• Job Category Operations: Individual Contributors
• Job Category Logistics and Transportation
• Job Function Brokerage

Job Description

Brokerage Operations Specialist

Compensation: $50,000 - 55,000 Annually

The Brokerage Operations Specialist serves as a critical link between customers, carrier partners, and internal sales teams, ensuring the seamless execution of freight shipments from pickup through delivery. They coordinate transportation activities, support customer accounts, and drive operational excellence across assigned business. They develop strong relationships with customers and internal partners to deliver exceptional service, resolve issues, and identify opportunities for account growth. Through effective communication, attention to detail, and a sense of urgency, this individual helps ensure customer expectations are consistently met while maximizing operational efficiency.

This position offers significant opportunities for professional growth within a fast-paced and dynamic logistics environment. As part of the onboarding experience, the selected candidate will receive comprehensive training on transportation brokerage operations, industry best practices, transportation management systems, and customer support processes.

Responsibilities

• Partner with Customer Sales, Carrier Sales, and Account Management teams to support the successful execution of customer freight shipments.
• Coordinate and monitor truckload shipments from tender acceptance through final delivery, ensuring service commitments are achieved.
• Schedule pickup and delivery appointments while communicating shipment statuses and updates to customers and internal stakeholders.
• Maintain ownership of assigned customer accounts and daily load activity to ensure exceptional service levels are consistently delivered.
• Develop strong relationships with customer contacts and shipping facilities to understand operational needs and support account growth opportunities.
• Serve as a primary point of contact for shipment-related inquiries, proactively identifying and resolving service issues.
• Collaborate with carrier sales teams to secure transportation capacity that aligns with customer requirements, service expectations, and business objectives.
• Monitor shipment performance, track key milestones, and escalate exceptions to ensure timely resolution.
• Maintain accurate shipment documentation, customer records, and operational data within transportation management systems and company platforms.
• Support customer onboarding activities, account implementation efforts, and process improvement initiatives.
• Analyze operational challenges and recommend solutions that improve efficiency, customer satisfaction, and overall account performance.
• Assist leadership and account management teams with reporting, administrative support, and special projects as needed.
• Demonstrate professionalism, urgency, and accountability while managing multiple priorities in a fast-paced transportation environment.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High School Diploma or GED equivalent required; Undergraduate degree in a related field preferred.
• Experience: Prior experience in logistics, transportation, freight brokerage, customer service, sales support, operations, or a related business environment preferred.
• Outstanding customer service skills with the ability to build and maintain strong professional relationships.
• Strong written, verbal, and interpersonal communication skills with the ability to interact effectively across all organizational levels.
• Demonstrated ability to manage multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail.
• Strong problem-solving and decision-making abilities with the confidence to resolve operational issues independently.
• Self-motivated with a strong work ethic, growth mindset, and desire to build a career within the transportation and logistics industry.
• 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.

WHAT WE OFFER

• Compensation: Competitive base pay based on experience, industry/geographic benchmarks and internal equity. Some positions may be eligible for incentive pay programs and/or equity-based incentives. Pay ranges published on job boards are not provided nor verified by the Company.
• Health: Medical and Pharmacy insurance; Health Savings Account (HSA); Vision; Dental; Life and Disability; Critical Illness; Accident Indemnity; Hospital Indemnity; On-demand telehealth via Teladoc; Employee Assistance Program (counseling and financial/lifestyle coaching).
• Wealth: 401(k) retirement savings plan with employer match; Employee stock purchase program; Flexible Spending Account (FSA); Commuter Benefits; LegalEASE legal coverage.
• Time: 7 paid holidays and generous Paid Time Off (PTO) tiers ranging from 10–25 days annually.
• Culture: A collaborative, transformation-driven, solutions-first environment full of "can do" attitude and "will do" work ethic.

ADDITIONAL INFORMATION

• Agencies: The Company does not accept unsolicited outreach from third parties. Absent an agreement signed by internal Talent Acquisition and Procurement, and a documented request from Talent Acquisition to submit candidates for a specified requisition, we will not approve payments to any third party.
• Work Authorization: Within the United States, the Company is an E-Verify employer. Unless otherwise indicated, U.S.-based workers must be legally authorized to work in the U.S. without sponsorship, including but not limited to F-1, H-1, H-2, L, J, and TN visas, etc.
• Diversity, Equity and Inclusion (DEI): The Company is proud to be an equal opportunity employer . Applicants will be considered without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.
• Reasonable Accommodations: Physical/mental requirements are listed only to identify where potential accommodations may be needed, not as qualification standards. In compliance with applicable laws and regulations (including ADA, ADEA, and FMLA), accommodations may be available to qualified individuals unable to perform essential duties without them. Additional requirements may apply to meet legal, regulatory, and Company standards.
• Recruitment Fraud: We will only contact you from @forwardair.com or @omnilogistics.com emails (system messages may come from @workflow.email.us-phoenix-1.ocs.oraclecloud.com). If reached via Indeed or LinkedIn, verify recruiters by reviewing their LinkedIn profiles. We will never request sensitive personal information outside secure systems, nor ask for purchases. Report suspected scams to the Federal Trade Commission and your state Attorney General .