Customer Relations Specialist-logistics

Forward Air Corp.; Union City (CA); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Forward Air Corp. seeks a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordination, and administrative oversight for domestic shipment activity at a 100% on-site facility.

You will manage escalated customer needs, track shipments, and oversee billing support across AR/AP. Collaborate with customers, carriers, drivers, and internal teams to improve reliability and efficiency.

Formación

• Education: HS Diploma or GED required; undergraduate degree preferred.
• Progressive experience in customer relations, logistics, or operational support roles with increasing responsibility.
• Demonstrated ability to exercise sound judgment and discretion in resolving complex customer and operational issues.
• Strong organizational, analytical, and problem‑solving skills with the ability to manage competing priorities independently.
• Clear, professional written and verbal communication skills, including the ability to influence and collaborate across teams.
• Ability to work effectively in a fast‑paced, on‑site environment with minimal supervision.
• Demonstrated discretion and confidentiality in handling sensitive information.
• Technical: Proficient with Windows PCs, MS O365, and web conferencing tools.

Responsabilidades

• Serve as a senior point of contact for customers, carriers, drivers, and internal teams, managing complex or escalated service inquiries.
• Oversee and coordinate shipment activity from order entry through delivery, ensuring accuracy and timeliness.
• Resolve shipment exceptions and documentation issues; determine corrective actions.
• Lead tracking activities, identifying disruptions and communicating mitigation plans.
• Coordinate scheduling for pickups, deliveries, and operational workflows across parties.
• Review and approve shipping documents, labels, and POD.
• Provide guidance to Coordinators on procedures and systems.
• Oversee billing accuracy and financial documentation; resolve AR/AP issues.
• Maintain organized electronic and physical files for shipment, financial, and admin records.
• Collaborate with operations to improve communication and process efficiency.
• Identify recurring issues and recommend improvements.

Conocimientos

Customer relations

Logistics

Operational support

Communication

Team collaboration

Problem solving

Educación

HS Diploma or GED

Bachelor's degree preferred

Herramientas

Windows

Microsoft 365

Teams/Zoom/Webex

Descripción del empleo

The Customer Relations Specialist / Operations Agentprovides advanced customer service, operational coordination, and administrative oversight to support complex shipment activity within a domestic freight forwarding / transportation terminal. Serving as a senior point of contact, they manage escalated customer needs, oversee end‑to‑end shipment coordination, and resolve service issues and improve operational outcomes. They are responsible for overseeing scheduling, shipment tracking and tracing, documentation accuracy, and core financial processes including billing, accounts receivable, and accounts payable support. Working closely with customers, carriers, drivers, and internal operations teams, they proactively identify risks, recommend solutions, and ensure service commitments are met.

Responsibilities

• Serve as a senior point of contact for customers, carriers, drivers, and internal teams, managing complex or escalated service inquiries.
• Oversee and coordinate shipment activity from order entry through delivery, ensuring accuracy, timeliness, and compliance with established procedures.
• Exercise independent judgment to resolve shipment exceptions, service delays, and documentation issues; determine appropriate corrective actions.
• Lead advanced tracking and tracing activities, proactively identifying potential disruptions and communicating mitigation plans to stakeholders.
• Coordinate and optimize scheduling for pickups, deliveries, appointments, and operational workflows across multiple parties.
• Review, validate, and approve shipping documentation, labels, and proof of delivery (POD).
• Provide guidance and informal mentorship to Customer Relations Coordinators and support staff on procedures, systems, and customer interactions.
• Oversee billing accuracy and financial documentation; analyze discrepancies and work cross‑functionally to resolve AR/AP issues.
• Maintain oversight of organized, compliant electronic and physical files for shipment, financial, and administrative records.
• Collaborate with operations, dispatch, and leadership teams to improve communication, service reliability, and process efficiency.
• Identify recurring service issues or process gaps and recommend improvements aligned with operational goals.
• Support terminal or site activities as needed, including freight acceptance and coordination of specialized shipment requirements.
• Participate in cross‑functional meetings, training initiatives, and operational improvement projects.
• 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.
• Progressive experience in customer relations, logistics, transportation, or operational support roles with increasing responsibility.
• Demonstrated ability to exercise sound judgment and discretion in resolving complex customer and operational issues.
• Strong organizational, analytical, and problem‑solving skills with the ability to manage competing priorities independently.
• Clear, professional written and verbal communication skills, including the ability to influence and collaborate across teams.
• Ability to work effectively in a fast‑paced, team‑oriented, on‑site environment with minimal supervision.
• 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.