Operations Account Coordinator- Full Time- 2nd Shift

Forward Air Corporation; Nashville (TN); On-site; USD 28,000 - 37,000; Full time

Job summary

Forward Air Corporation is seeking an Operations Account Coordinator to serve as the primary day-to-day contact for assigned accounts, ensuring high-quality service delivery across transportation and logistics services. You will support customer relationships through proactive communication, issue resolution, and collaboration with operations teams.

Base Pay: $23.50 per hour. Schedule: Monday–Friday, 2nd shift; exact hours to be determined.

Qualifications

• High school diploma or GED required; undergraduate degree preferred.
• Experience in transportation, logistics, operations or customer service is preferred.
• Strong customer service and relationship-building skills with professional communication.
• Proficient with Windows, O365 and conferencing tools; familiarity with McLeod, CargoWise and Salesforce is preferred.

Responsibilities

• Serve as a day-to-day contact for assigned accounts with timely updates and support.
• Build and maintain professional relationships with customers, operations teams, drivers, and partners.
• Coordinate with terminal and operations leadership to meet service expectations.
• Monitor service activity to identify disruptions, delays, or service exceptions.
• Communicate requirements and priorities to internal teams for successful execution.
• Respond to inquiries and routine service issues professionally and promptly.
• Assist in resolving service exceptions and escalating when appropriate.
• Support customers across LTL, domestic/international freight forwarding, and contract logistics.
• Maintain accurate customer records and prepare routine service reports.

Skills

Customer service

Relationship-building

Communication

Task prioritization

Attention to detail

Team collaboration

Multi-stakeholder communication

Education

High school diploma or GED

Undergraduate degree preferred

Tools

McLeod

CargoWise

Salesforce

Microsoft Office

Job description

Job Description

The Operations Account Coordinator serves as a primary day-to-day point of contact for customers, helping ensure consistent, high-quality service delivery across the company’s transportation and logistics services. They support customer relationships through proactive communication, issue identification, service coordination, and collaboration with operations teams. They closely with customers and internal stakeholders to ensure service expectations are met and customer needs are addressed in a timely, professional manner. They monitor service execution, communicate operational updates, and assist in resolving routine service concerns. They play an important role in maintaining customer satisfaction, supporting account retention, and strengthening operational partnerships.

Base Pay: $23.50 per hour

Schedule: Monday- Friday, 2nd shift tbd exact hours

Responsibilities

• Serve as a day-to-day customer contact for assigned accounts, providing timely communication, updates, and support.
• Build and maintain professional working relationships with customers, operations teams, drivers, warehouse personnel, carriers, and other business partners.
• Coordinate with terminal, warehouse, and operational leadership to ensure customer service expectations are consistently met across transportation and logistics services.
• Monitor service activity and operational performance to help identify potential disruptions, delays, inventory concerns, service exceptions, or other customer-impacting issues.
• Communicate customer requirements, priorities, and service expectations to internal teams to support successful operational execution.
• Respond to customer inquiries, requests, and routine service issues in a professional and timely manner.
• Assist in resolving service exceptions by gathering information, coordinating with operational teams, and escalating issues when appropriate.
• Support customers utilizing one or more Company service offerings, including LTL transportation, domestic freight forwarding, international freight forwarding, and contract logistics.
• Maintain accurate customer records, account documentation, service instructions, and operational communications.
• Assist with preparing routine customer reports, service metrics, and account-related documentation as needed.
• Support customer onboarding activities, account maintenance, and implementation of evolving service requirements.
• Ensure customer activities and documentation comply with company policies, customer requirements, and applicable regulatory standards.
• Escalate complex customer concerns, significant service failures, commercial issues, and strategic account opportunities to Account Management or Operations Leadership as appropriate.
• Collaborate with team members to identify opportunities for process improvement and enhanced customer experience.
• Support operational initiatives designed to improve service consistency, customer satisfaction, and overall account performance.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High school diploma or GED equivalent required; Undergraduate degree in a related field from an accredited college or university preferred.
• Experience: prior experience in transportation, logistics, operations, customer service, account coordination, or a related customer-focused business environment preferred.
• Working knowledge of transportation, warehousing, supply chain, or logistics operations preferred, but not required.
• Strong customer service and relationship-building skills with the ability to communicate professionally across multiple stakeholder groups.
• Demonstrated ability to prioritize tasks, manage competing responsibilities, and maintain attention to detail in a fast-paced environment.
• Ability to identify routine service issues, coordinate resolution efforts, and appropriately elevate concerns when necessary.
• Strong technical skills with the ability to quickly grasp new applications; Prior experience with McLeod, CargoWise , and Salesforce highly preferred.
• Experience working collaboratively with operational teams to support customer satisfaction and service delivery preferred.
• 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.