On-Site Freight & Customer Care Coordinator

Forward Air Corp.; Indianapolis (IN); On-site; USD 23,000 - 32,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Relations Coordinator to provide front-line administrative and customer service support at a transportation terminal. You will ensure accurate shipment processing, documentation, and timely updates for customers, drivers, and internal teams.

The role involves data entry, tracking, scheduling, invoicing support, and on-site collaboration in a fast-paced environment. A high school diploma or GED is required; related experience is preferred and training is

Qualifications

• Education: High School Diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.
• Previous 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 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 documentation, 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 escalates 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

Attention to detail

Customer service

Communication

Team collaboration

Data entry

Education

High School Diploma or GED

Undergraduate degree preferred

Tools

Windows OS

Microsoft 365

Teams/Zoom/Webex

Job description

Forward Air Corp. is seeking a Customer Relations Coordinator to provide front-line administrative and customer service support at a transportation terminal. You will ensure accurate shipment processing, documentation, and timely updates for customers, drivers, and internal teams.

The role involves data entry, tracking, scheduling, invoicing support, and on-site collaboration in a fast-paced environment. A high school diploma or GED is required; related experience is preferred and training is