Operations Account Coordinator- Full Time- 2nd Shift

Forward Air Corp.; Nashville (TN); Presencial; USD 32 000 - 36 000; Tempo integral

Resumo da oferta

Forward Air Corp. is seeking an Operations Account Coordinator who will serve as the day-to-day point of contact for customers, ensuring consistent, high-quality service delivery across transportation and logistics.

You will support relationships through proactive communication and service coordination with operations teams to meet customer needs in a timely, professional manner. This on-site role in Nashville requires strong communication, attention to detail, and the ability to collaborate

Qualificações

• Education: High school diploma or GED; undergraduate degree preferred.
• Experience: logistics, operations, customer service, or account coordination preferred.
• Strong customer service and relationship-building skills with professional communication.
• Ability to prioritize tasks and maintain attention to detail in a fast-paced environment.
• Experience with McLeod, CargoWise, and Salesforce highly preferred.
• Technical: proficient with Windows and Microsoft 365; comfortable with Teams/Zoom/Webex.

Responsabilidades

• Serve as 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, warehouse, and leadership to meet service expectations.
• Monitor service activity to identify disruptions, delays, or issues impacting customers.
• Communicate requirements and expectations to internal teams for successful execution.
• Respond to inquiries and routine service issues promptly and professionally.
• Assist in resolving service exceptions by gathering information and escalating when needed.
• Support customers using LTL, domestic and international freight forwarding, and contract logistics.
• Maintain accurate records and documentation; assist with routine reports.
• Support onboarding activities and evolving service requirements; ensure compliance.

Conhecimentos

Customer service

Relationship-building

Communication

Attention to detail

Problem resolution

Team collaboration

Technical proficiency

McLeod

CargoWise

Salesforce

Microsoft Office 365

Teams

Zoom

Webex

Formação académica

High school diploma or GED

Undergraduate degree (preferred)

Ferramentas

McLeod

CargoWise

Salesforce

Microsoft Office 365

Teams

Zoom

Webex

Descrição da oferta de emprego

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.

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