Operations Agent - Intermodal

Forward Air Corp.; Nashville (TN); On-site; USD 40,000 - 45,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Relations Specialist to provide advanced customer service, coordinate shipments, and oversee administrative tasks at a multimodal terminal.

This senior role supports complex shipment activity and Escalation management on-site to ensure timely, accurate service delivery. You will manage customer and carrier inquiries, review shipping documentation, and collaborate with operations to drive service reliability while mentoring junior staff and supporting AR/AP

Qualifications

• High School Diploma or GED required; bachelor's degree preferred.
• Progressive experience in customer relations, logistics, or operational support.
• Ability to exercise sound judgment in complex issues.
• Strong organizational, analytical, and problem-solving skills.
• Excellent written and verbal communication; able to influence teams.
• On-site, fast-paced environment with minimal supervision.
• Discretion in handling sensitive information.
• Proficient with Windows, Microsoft 365, and web conferencing.

Responsibilities

• Serve as senior point of contact for customers, carriers, drivers, and internal teams.
• Oversee shipment activity from order entry through delivery for accuracy and timeliness.
• Resolve exceptions and documentation issues; determine corrective actions.
• Lead tracking and tracing to identify disruptions and communicate mitigation plans.
• Coordinate scheduling for pickups, deliveries, and workflows.
• Review and approve shipping docs including AWBs, bills of lading, POD.
• Mentor Customer Relations Coordinators and support staff.
• Oversee billing accuracy and AR/AP issue resolution.
• Maintain organized electronic and physical files for records.
• Collaborate with operations and leadership to improve service.
• Identify recurring issues and suggest process improvements.
• Support terminal activities, including freight acceptance.
• Participate in cross-functional meetings and training.
• All other duties as assigned.

Skills

Customer relations

Logistics

Operational support

Communication

Analytical skills

Problem solving

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Office

Web conferencing (Teams, Zoom, Webex)

Job description

The Customer Relations Specialist provides advanced customer service, operational coordination, and administrative oversight to support complex shipment activity within a multimodal transportation terminal, air/ocean branch, or contract logistics site. Serving as a senior point of contact, they manage escalated customer needs, oversee end-to-end shipment coordination, and resolve service issues and improve operational outcomes. They are responsible for overseeing scheduling, shipment tracking and tracing, documentation accuracy, and core financial processes including billing, accounts receivable, and accounts payable support. Working closely with customers, carriers, drivers, and internal operations teams, they proactively identify risks, recommend solutions, and ensure service commitments are met.

Base Pay: $40,000-$45,000 annually

Schedule: Monday- Friday 7am-4pm

Responsibilities

• Serve as a senior point of contact for customers, carriers, drivers, and internal teams, managing complex or escalated service inquiries.
• Oversee and coordinate shipment activity from order entry through delivery, ensuring accuracy, timeliness, and compliance with established procedures.
• Exercise independent judgment to resolve shipment exceptions, service delays, and documentation issues; determine appropriate corrective actions.
• Lead advanced tracking and tracing activities, proactively identifying potential disruptions and communicating mitigation plans to stakeholders.
• Coordinate and optimize scheduling for pickups, deliveries, appointments, and operational workflows across multiple parties.
• Review, validate, and approve shipping documentation including air waybills (AWBs), bills of lading, labels, and proof of delivery (POD).
• Provide guidance and informal mentorship to Customer Relations Coordinators and support staff on procedures, systems, and customer interactions.
• Oversee billing accuracy and financial documentation; analyze discrepancies and work cross-functionally to resolve AR/AP issues.
• Maintain oversight of organized, compliant electronic and physical files for shipment, financial, and administrative records.
• Collaborate with operations, dispatch, and leadership teams to improve communication, service reliability, and process efficiency.
• Identify recurring service issues or process gaps and recommend improvements aligned with operational goals.
• Support terminal or site activities as needed, including freight acceptance and coordination of specialized shipment requirements.
• Participate in cross-functional meetings, training initiatives, and operational improvement projects.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High School Diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.
• Progressive experience in customer relations, logistics, transportation, or operational support roles with increasing responsibility.
• Demonstrated ability to exercise sound judgment and discretion in resolving complex customer and operational issues.
• Strong organizational, analytical, and problem-solving skills with the ability to manage competing priorities independently.
• Clear, professional written and verbal communication skills, including the ability to influence and collaborate across teams.
• Ability to work effectively in a fast-paced, team-oriented, on-site environment with minimal supervision.
• 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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