Senior Agent Operations Specialist - Challenger (Chicago)

Fastfrate; Chicago (IL); On-site; USD 45,000 - 55,000; Full time

Job summary

Fastfrate Group in Chicago seeks an Agent Operations Specialist to support day-to-day operations for our independent freight agents. You will handle order entry, track and trace, customer and carrier communications, and issue resolution. This on-site, permanent role offers a salary of $50,000 USD plus commissions, with hours Monday–Friday, 8:00am–4:30pm, at 311 W.

Superior, Suite 110, Chicago. You will use TMW and other systems to manage loads, ensure data accuracy, maintain documentation, and

Qualifications

• 3 years' prior work experience in a freight brokerage with truckload and drayage operations.
• Working knowledge of port and rail drayage: appointments, chassis, last free day, perdiem/demurrage, pre-pulls, UIIA/SCAC, and how accessorial charges are earned and billed.
• Proven short-notice carrier sourcing across regions, including flatbed and OOG.
• Experience using and updating TMS and Excel/Google Sheets.

Responsibilities

• Enter and update loads accurately in TMW.
• Confirm pickup and delivery details and ensure all shipment data is complete and accurate.
• Monitor shipments and update status changes as needed.
• Act as a day-to-day extension of the agent's team by communicating with their customers as needed.
• Provide proactive updates, respond to customer inquiries, and resolve service issues with professionalism.

Skills

Freight brokerage

TMW

Carrier sourcing

Customer service

Data entry

TMS proficiency

Tools

TMW system

Synergize

Excel/Google Sheets

Job description

Role Summary:

The Agent Operations Specialist is responsible for supporting the day-to-day operational success of our independent freight agents. This role handles a wide range of functions, including order entry, track and trace, customer/carrier communication, and issue resolution.

Hours of Work:

Monday to Friday, 8:00am-4:30pm

Work Arrangement:

On-site

Position Type:

Non-Union

Employment Status:

Permanent

Compensation:

Salary Range: $50,000 USD + applicable commissions and incentives

Work Location & Environment:

311 W. Superior, Suite 110, Chicago IL; Office environment

Key Accountabilities:

Order Management

• Enter and update loads accurately in TMW.
• Confirm pickup and delivery details and ensure all shipment data is complete and accurate.
• Monitor shipments and update status changes as needed.

Customer Service Support

• Act as a day-to-day extension of the agent's team by communicating with their customers as needed.
• Provide proactive updates, respond to customer inquiries, and resolve service issues with professionalism.
• Escalate urgent issues to the agent or appropriate internal team.

Carrier Procurement & Relationship Management

• Utilize resources like load boards and existing carrier base to source capacity, negotiate rates and manage carrier relationships
• Assign carriers to booked loads and send rate confirmations
• Confirm carrier credentials and compliance with company requirements.

Documentation & Compliance

• Ensure all customer and carrier documentation is collected, uploaded, and maintained accurately.
• Track accessorial charges, PODs, and ensure billing readiness.
• Support agents in maintaining compliance with internal procedures and industry regulations.

Systems & Reporting

• Utilize internal systems (TMS, Synergize, etc.) to track, manage, and document shipments.
• Generate reports or provide load updates when requested by agents or customers.

Back Up Agent Support and Logistics

• Provide coverage for Agent Support and Carrier Set Up when required

Qualifications

Experience:

• 3 years' prior work experience in a freight brokerage with truckload and drayage operations
• Working knowledge of port and rail drayage: appointments, chassis, last free day, perdiem/demurrage, pre-pulls, UIIA/SCAC, and how accessorial charges are earned and billed
• Proven short-notice carrier sourcing across regions, including flatbed and OOG
• Experience using and updating TMS and Excel/Google Sheets

Skills & Competencies

• Demonstrated ability to collaborate effectively and independently with individuals at various levels is required
• Strong computer skills
• Ability to work independently on projects
• Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy environment to meet tight deadlines
• Strong verbal communication skills, relationship building and interpersonal skills
• Active listening
• Professional writing, editing and proofreading skills
• Strong customer service focus
• Ability to exercise tact and judgment in managing a diversity of internal and external contacts
• Proactive attitude and takes initiative
• Well-organized, enthusiastic, creative, professional and a positive team member