Freight Customer Experience Coordinator

Forward Air Corp.; Phoenix (AZ); On-site; USD 26,000 - 29,000; Full time

Job summary

Forward Air Corp. in Phoenix, AZ is hiring a Customer Relations Coordinator to provide front-line administrative and customer service support, ensuring accurate shipment processing, documentation, and timely updates across multimodal networks.

Responsibilities include tracking shipments, data entry, scheduling, invoicing support, and maintaining compliant files. The role is on-site with a 1 PM–9 PM schedule and compensation of $19.86 per hour.

Qualifications

• High School Diploma or GED required; undergraduate degree preferred.
• Experience in customer service, administrative support, logistics, or transportation environments preferred; training provided.
• Strong attention to detail with ability to follow established processes.
• Clear, professional written and verbal communication skills with a customer‑focused approach.

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 escalate them to operations leadership according 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.

Skills

Customer service

Administrative support

Logistics experience

Attention to detail

Written and verbal communication

Team collaboration

On-site work

MS Office / Office 365

Education

High School Diploma or GED

Undergrad degree preferred

Tools

Outlook

Excel

Word

PowerPoint

Teams/Zoom

Job description

Forward Air Corp. in Phoenix, AZ is hiring a Customer Relations Coordinator to provide front-line administrative and customer service support, ensuring accurate shipment processing, documentation, and timely updates across multimodal networks.

Responsibilities include tracking shipments, data entry, scheduling, invoicing support, and maintaining compliant files. The role is on-site with a 1 PM–9 PM schedule and compensation of $19.86 per hour.