Logistics Customer Experience Specialist

Forward Air Corporation; Tempe (AZ); On-site; USD 49,000 - 52,000; Full time

Job summary

Forward Air Corporation in Tempe, AZ is seeking a Customer Relations Coordinator to provide front‑line administrative and customer service support for shipment processing and documentation. You will act as a primary contact for customers, carriers, drivers, and internal teams, ensuring updates are timely and accurate.

This on‑site role requires attention to detail, data entry accuracy, and proficiency with Microsoft Office 365. Travel is limited to local meetings as needed.

Qualifications

• Education: 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 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.

Responsibilities

• Serve as 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 elevate 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.

Skills

Customer service

Data entry

Documentation handling

Communication skills

On-site teamwork

Education

High School Diploma

GED

Undergraduate degree (preferred)

Tools

Microsoft Office 365

Teams

Zoom

Job description

Forward Air Corporation in Tempe, AZ is seeking a Customer Relations Coordinator to provide front‑line administrative and customer service support for shipment processing and documentation. You will act as a primary contact for customers, carriers, drivers, and internal teams, ensuring updates are timely and accurate.

This on‑site role requires attention to detail, data entry accuracy, and proficiency with Microsoft Office 365. Travel is limited to local meetings as needed.