Operations Account Manager - Contract Logistics

Forward Air Corp.; Union City, Northern (CA, KY); Hybrid; USD 83,000 - 90,000; Full time

Job summary

Forward Air Corp. is seeking an Operations Account Manager for Contract Logistics in Union City, CA. This 100% on-site role coordinates domestic freight from planning to delivery, including rate negotiation, cost control, and milestone management.

You will update customers in real time and ensure compliance across the full shipment lifecycle. Responsibilities include planning, quoting, routing, invoicing, and vendor negotiations while maintaining accurate documentation.

Qualifications

• 5 years freight forwarding operations or account management experience preferred.
• Strong understanding of domestic transportation, routing, and service-level requirements.
• Ability to multi-task in a fast-paced environment with high accuracy.
• Excellent communication, customer service, and relationship-building skills.

Responsibilities

• Plan, quote, enter, direct, and monitor domestic shipments from initiation to delivery.
• Ensure all customer instructions and service requirements are accurately entered into the system.
• Confirm shipment milestones are present, properly sequenced, and updated throughout the lifecycle.
• Collaborate with operations to determine optimal routing meeting service levels.
• Negotiate rates with vendors and secure spot quotes as needed.
• Accrue vendor costs, reconcile variances, and resolve discrepancies promptly.
• Prepare and send invoices to customers with accuracy and documentation.
• Ensure freight and documentation comply with security, TSA, and company programs.
• Track and provide customers with timely updates on movement details.
• Communicate proactively with internal teams, carriers, and customers to resolve issues.
• Maintain organized shipment files and audit-ready records.
• Identify opportunities to streamline workflows and enhance customer experience.

Skills

Freight forwarding

Account management

Customer service

Vendor negotiation

Documentation accuracy

Education

High school diploma or GED

Associate or Bachelor's degree preferred

Tools

Microsoft Office

Microsoft Excel

Job description

The Operations Account Manager - Contract Logistics,plays a critical role in coordinating and executing highquality domestic freight solutions for our customers. This position manages shipments from initial planning through final delivery, ensuring accuracy, compliance, and exceptional service throughout the full lifecycle of movement. They are also directly responsible for rate negotiations, cost control, milestone management, and customer updates in real time.

Compensation: 83K-90K

Schedule: Monday - Friday 7am - 4:30pm

Responsibilities

• Plan, quote, enter, direct, and monitor domestic shipments from initiation to delivery.
• Ensure all customer instructions, service requirements, and operational notes are accurately entered into the system.
• Confirm all shipment milestones are present, properly sequenced, and updated throughout the lifecycle of the shipment.
• Collaborate with the operations team to determine optimal routing that meets the required service level.
• Negotiate rates with vendors and secure spot quotes as needed to support customer opportunities.
• Accrue vendor costs, reconcile variances, and resolve discrepancies in a timely manner.
• Prepare and send invoices to customers with full accuracy and supporting documentation.
• Ensure freight and documentation comply with all security, TSA, and company compliance programs.
• Track and monitor the entire process of cargo movement and provide customers with timely updates on movement details.
• Communicate proactively with internal teams, carriers, and customers to ensure issue escalation and resolution.
• Maintain organized shipment files, documentation, and audit‑ready records.
• Identify opportunities to streamline workflows and enhance customer experience.
• Support operational projects, continuous improvement efforts, and cross‑functional initiatives as needed.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High school diploma or GED/equivalent required; associate or bachelor’s degree preferred.
• Certification/Licensure: None required; industry‑related certifications a plus.
• Five (5) years freight forwarding operations or account management experience preferred.
• Strong understanding of domestic transportation, routing, and service-level requirements.
• Ability to multi‑task in a fast‑paced environment while maintaining high accuracy and attention to detail.
• Excellent communication, customer service, and relationship‑building skills.
• 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.