Intermodal Operations Specialist - Frontline Support

Forward Air Corporation; Charlotte (NC); On-site; USD 28,000 - 39,000; Full time

Job summary

Forward Air Corporation is seeking an Operations Agent - Intermodal to deliver front-line administrative and customer service support for accurate shipment processing and documentation across multimodal networks. You will liaise with customers, carriers, drivers, and internal teams to ensure timely updates and efficient operations.

Responsibilities include data entry, shipment tracking, scheduling, and handling shipping documents while supporting accounts payable/receivable and billing tasks.

Qualifications

• High School Diploma or GED required; college degree preferred.
• Experience in customer service, admin, logistics, or transportation environments preferred; training provided.
• Strong attention to detail with the ability to follow established processes.
• Clear, professional written and verbal communication skills with a customer-focused approach.
• Ability to work collaboratively in a fast-paced, on-site environment.
• Demonstrated discretion and confidentiality in handling sensitive information.
• Proficient with Windows PCs, Microsoft 365, and web conferencing tools (Teams/Zoom/Webex).
• Environment requires 100% on-site work with travel for meetings/events.

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 and documentation requests.
• Perform accurate data entry for shipment details, customer instructions, and operational records.
• Track and trace shipments using internal systems and carrier platforms; communicate updates.
• Coordinate scheduling for pickups, deliveries, and appointments.
• Prepare and organize shipping documents such as AWBs, bills of lading, labels, and POD.
• Support terminal or site activities, including freight acceptance and driver assistance.
• Assist with accounts receivable, accounts payable, and billing support tasks.
• Maintain organized electronic and physical files for shipment and financial documentation.
• Communicate with carriers, warehouses, dispatch, and operations teams to ensure timely freight movement.
• Identify routine service issues and escalate to operations leadership as needed.
• Support administrative tasks such as mail processing, record updates, and office supplies.
• Participate in trainings, meetings, and process improvements as assigned.
• Perform all other duties to meet evolving business needs.

Skills

Customer service

Data entry

Attention to detail

Communication

Teamwork

On-site work

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Windows OS

Microsoft 365

Teams

Zoom

Webex

Job description

Forward Air Corporation is seeking an Operations Agent - Intermodal to deliver front-line administrative and customer service support for accurate shipment processing and documentation across multimodal networks. You will liaise with customers, carriers, drivers, and internal teams to ensure timely updates and efficient operations.

Responsibilities include data entry, shipment tracking, scheduling, and handling shipping documents while supporting accounts payable/receivable and billing tasks.