Freight Brokerage Operations Specialist

Forward Air Corporation; Groveport (OH); On-site; USD 52,000 - 66,000; Full time

Job summary

Forward Air Corporation seeks a Freight Brokerage Operations Specialist to act as the link between customers, carriers, and internal sales, driving successful shipments from pickup to delivery. The role negotiates rates, coordinates transport, supports accounts, and maintains strong customer relationships.

Responsibilities include coordinating truckload shipments, scheduling pickups, and resolving service issues while ensuring data accuracy in systems.

Qualifications

• Education: High School Diploma or GED required; Undergraduate degree preferred.
• Experience in logistics, transportation, freight brokerage, customer service, or related fields preferred.
• Excellent customer service and communication skills; ability to interact with all levels of the organization.
• Strong problem-solving and decision-making abilities with independent resolution of issues.

Responsibilities

• Partner with Sales and Account Management to support execution of customer freight shipments.
• Coordinate and monitor truckload shipments from tender acceptance to final delivery, achieving service commitments.
• Schedule pickup and delivery appointments and communicate shipment statuses to customers and internal stakeholders.
• Maintain ownership of assigned customer accounts and daily load activity to ensure exceptional service levels.
• Develop relationships with customers and shipping facilities to support account growth opportunities.
• Serve as primary contact for shipment inquiries and proactively resolve service issues.
• Collaborate with carrier sales teams to secure capacity aligning with customer requirements.
• Monitor shipment performance and escalate exceptions for timely resolution.
• Maintain accurate shipment documentation and customer records in TMS and company platforms.
• Support onboarding and account implementation, and drive process improvements.
• Analyze operational challenges and propose efficiency improvements.

Skills

Customer service

Communication

Relationship building

Problem solving

Team collaboration

Education

High School Diploma or GED

Bachelor's degree preferred

Job description

Job DescriptionThe

Job DescriptionThe Freight 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 negotiate rates, coordinate transportation activities, support customer accounts, and drive high-quality service across assigned accounts. They develop strong relationships with customers and internal partners to proactively resolve issues and identify opportunities for account growth.

This position offers significant opportunities for professional growth within the transportation and logistics industry.

Responsibilities

• Partner with 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 elevate 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.
• 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.
• 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.