Customer Relations Coordinator

Forward Air Corp.; Groveport (OH); On-site; USD 32,000 - 52,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Relations Coordinator to provide front-line administrative and customer service support across multimodal transportation terminals and related sites.

You will handle scheduling, shipment tracking, documentation, and basic billing tasks while serving as the main contact for customers, drivers, and internal teams. The role requires attention to detail, clear communication, and the ability to work on-site in a fast-paced environment.

Qualifications

• High School Diploma or GED required; college degree preferred.
• Experience in customer service or administrative support is desirable.
• Strong attention to detail and the ability to follow established processes.
• Clear written and verbal communication with a customer-focused approach.
• Ability to work onsite in a fast-paced, team environment.

Responsibilities

• Serve as central point of contact for customers, carriers, drivers, and internal teams.
• Provide front-line customer service by responding to shipment inquiries and documentation requests.
• Perform accurate data entry for shipment details and operational records.
• Track and trace shipments and communicate updates to customers and teams.
• Coordinate scheduling for pickups, deliveries, and appointments.
• Prepare shipping documents like AWBs, BOLs, labels, and PODs.
• Support accounts receivable, accounts payable, and billing tasks.
• Maintain organized electronic and physical files for shipment and financial records.
• Escalate routine issues to operations leadership as needed.

Skills

Customer service

Administrative support

Data entry

Communication skills

Team collaboration

Attention to detail

Education

High School Diploma or GED

Undergraduate degree preferred

Tools

Microsoft Office 365

Excel

Teams/Zoom/Webex

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 escalated 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.