Customer Relations Coordinator

Forward Air Corp.; Atlanta (GA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

401(k) plan

Paid holidays

Paid time off

Job summary

Forward Air Corp. is seeking a Customer Relations Coordinator in Atlanta, on-site at our logistics hub. You will provide front-line administrative and customer service support to ensure accurate shipment processing, documentation, and timely updates across multimodal networks.

You will coordinate data entry, track shipments, and assist with billing tasks to support smooth freight movement. The ideal candidate has a high school diploma or GED, strong attention to detail, clear communication, and

Qualifications

• High school diploma or GED required; bachelor's degree preferred.
• Previous customer service, administrative, or logistics experience preferred; training provided.
• Strong attention to detail and ability to follow procedures.
• Professional written and verbal communication with customers.
• Able to work collaboratively in a fast-paced, on-site team environment.
• Discretion with sensitive information; on-site travel for meetings.

Responsibilities

• Serve as central contact for customers, carriers, drivers, and teams by phone, email, and in person.
• Provide front-line customer service; respond to shipment status inquiries and documentation requests.
• Perform accurate data entry for shipment details and operational records.
• Track and trace shipments; communicate updates to customers and internal teams.
• Coordinate scheduling for pickups, deliveries, and appointments.
• Prepare shipping documents such as AWBs, bills of lading, PODs.
• Support accounts receivable/payable and billing tasks as needed.
• Maintain organized electronic and physical files for logistics documentation.
• Assist with freight acceptance and on-site operations tasks.
• Escalate service issues to leadership as appropriate.
• Participate in training, meetings, and process improvements.

Skills

Attention to detail

Customer service

Data entry

Clear communication

Team collaboration

Discretion

Education

High School Diploma or GED

Undergraduate degree preferred

Tools

Windows

Microsoft 365

Outlook

Excel

PowerPoint

Teams/Zoom/Webex

Job description

• Locations 4370 Old Dixie Rd, Atlanta, GA, 30354, US (On-site)
• Job Category Operations: Individual Contributors
• Job Category Logistics and Transportation
• Job Function Operations

Job Description

The Customer Relations Coordinator provides front-line administrative and customer service support to ensure accurate shipment processing, documentation, and communication multimodal transportation terminal, air/ocean branch, or contract logistics site. They serve as a primary point of contact for customers, carriers, drivers, and internal teams, helping ensure shipments move smoothly and customers receive timely, accurate updates. They are responsible for scheduling, shipment tracking and tracing, customer support, documentation, and core financial activities such as accounts receivable, accounts payable, and billing. They interact closely with customers, drivers, carriers, and operational teams to support the timely movement of freight across logistics networks and may assist with freight acceptance and basic cartage support where applicable.

Responsibilities

• Serve as a central point of contact for customers, carriers, drivers, and internal teams via phone, email, and in-person interactions.
• Provide front-line customer service by responding to shipment status inquiries, documentation requests, and routine service questions.
• Perform accurate data entry for shipment details, customer instructions, order updates, and operational records within required timelines.
• Track and trace shipments using internal systems and carrier platforms; communicate updates to customers and internal teams.
• Coordinate scheduling for pickups, deliveries, appointments, and other routine operational activities.
• Prepare, review, and organize shipping documents such as air waybills (AWBs), bills of lading, labels, and proof of delivery (POD).
• Support terminal or site activities as needed, including freight acceptance, driver assistance, and shipment paperwork handling.
• Assist with accounts receivable, accounts payable, and billing support tasks, including invoice preparation, verification, and reconciliation.
• Maintain organized and compliant electronic and physical files for shipment, financial, and administrative documentation.
• Communicate with carriers, warehouses, dispatch, and internal operations teams to support timely movement of freight.
• Identify routine service issues or delays and escalation them to operations leadership according to established procedures.
• Support routine administrative tasks such as inbound/outbound mail processing, record updates, and office supply monitoring.
• Participate in training, meetings, and process improvement activities as assigned.
• 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.
• Previous experience in customer service, administrative support, logistics, or transportation environments preferred; training provided.
• Strong attention to detail with the ability to follow established processes consistently.
• Clear, professional written and verbal communication skills with a customer-focused approach.
• Ability to work collaboratively in a fast-paced, team-oriented, on-site environment.
• 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 .