Onsite Customer Operations Coordinator

Forward Air Corp.; Nashville (TN); On-site; USD 45,000 - 55,000; Full time

Job summary

Forward Air Corp. is seeking an Operations Account Coordinator to act as the primary day-to-day contact for customers, ensuring high-quality service across transportation and logistics offerings.

You will manage proactive communication, issue resolution, and coordination with operations teams to uphold service standards. The role emphasizes building strong customer relationships, monitoring service execution, and maintaining accurate documentation while supporting onboarding and ongoing account

Qualifications

• Education and experience in transportation, logistics or customer-focused roles.
• Strong customer service and relationship-building skills.
• Ability to prioritize tasks in a fast-paced environment.
• Proficiency with Windows, O365 and web conferencing tools.

Responsibilities

• Serve as day-to-day customer contact for assigned accounts with timely updates.
• Build relationships with customers, operations teams, drivers, and partners.
• Coordinate with terminals and leadership to meet service expectations.
• Monitor service activity to identify disruptions and issues.
• Communicate requirements and priorities to internal teams.
• Respond to inquiries professionally and promptly.
• Assist in resolving service exceptions and escalations when needed.
• Support onboarding, account maintenance, and evolving service needs.
• Ensure compliance with company policies and regulatory standards.
• Collaborate with team to identify process improvements and better CX.

Skills

Customer service

Relationship-building

Attention to detail

Communication

Team collaboration

Problem solving

Technical proficiency

Adaptability

Education

High school diploma or GED

Undergraduate degree preferred

Tools

McLeod

CargoWise

Salesforce

MS Office / O365

Job description

Forward Air Corp. is seeking an Operations Account Coordinator to act as the primary day-to-day contact for customers, ensuring high-quality service across transportation and logistics offerings.

You will manage proactive communication, issue resolution, and coordination with operations teams to uphold service standards. The role emphasizes building strong customer relationships, monitoring service execution, and maintaining accurate documentation while supporting onboarding and ongoing account