Senior Customer Relations & Logistics Coordinator

Forward Air Corp.; Compton (CA); On-site; USD 80,000 - 88,000; Full time

Job summary

Forward Air Corp. in the United States is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordinate complex shipment activity, and oversee administrative processes at a 100% on-site terminal.

The role requires handling escalated inquiries across customers, carriers, drivers, and internal teams, with a focus on accuracy, timeliness, and compliance. You will mentor staff, ensure billing accuracy, and drive process improvements.

Qualifications

• Progressive experience in customer relations, logistics, or operational support.
• Strong organizational, analytical, and problem-solving skills.
• Clear, professional written and verbal communication with ability to influence and collaborate across teams.

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, 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.

Education

High School Diploma or GED

Bachelor's degree (preferred)

Tools

Microsoft 365

Teams

Zoom

Webex

Job description

Forward Air Corp. in the United States is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordinate complex shipment activity, and oversee administrative processes at a 100% on-site terminal.

The role requires handling escalated inquiries across customers, carriers, drivers, and internal teams, with a focus on accuracy, timeliness, and compliance. You will mentor staff, ensure billing accuracy, and drive process improvements.