Senior Customer Relations & Logistics Coordinator

Forward Air Corp.; Des Plaines (IL); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Incentive Eligible

On-site schedule

Job summary

Forward Air Corp. is seeking a Customer Relations Specialist/Operations Agent to deliver advanced customer service and end-to-end shipment coordination in a fast-paced, on-site terminal environment.

You will act as a senior point of contact for customers, carriers, and internal teams, resolving issues and ensuring service commitments. The role also covers billing, AR/AP support, and documentation control, with a focus on accuracy and efficiency.

Qualifications

• Progressive experience in customer relations, logistics, or operational support.
• Ability to exercise sound judgment in resolving complex issues.
• Strong organizational, analytical, and communication skills.

Responsibilities

• Serve as senior point of contact for customers, carriers, drivers and internal teams.
• Oversee and coordinate shipment activity from order entry through delivery.
• Resolve service delays and documentation issues with corrective actions.
• Lead tracking and tracing, communicating mitigation plans to stakeholders.
• Coordinate scheduling for pickups, deliveries, and workflows.
• Review and approve shipping documentation including AWBs and POD.
• Provide guidance to coordinators and support staff on procedures.
• Oversee billing accuracy and AR/AP issue resolution.
• Maintain compliant electronic and physical files for records.
• Collaborate with operations and leadership to improve service reliability.
• Identify recurring issues and propose improvements aligned with goals.
• Support terminal activities including freight acceptance and special shipments.

Skills

Customer relations

Logistics coordination

Operations coordination

Document control

Education

High School Diploma or GED

Undergraduate degree preferred

Tools

Microsoft Office 365

Teams/Zoom/Webex

Job description

Forward Air Corp. is seeking a Customer Relations Specialist/Operations Agent to deliver advanced customer service and end-to-end shipment coordination in a fast-paced, on-site terminal environment.

You will act as a senior point of contact for customers, carriers, and internal teams, resolving issues and ensuring service commitments. The role also covers billing, AR/AP support, and documentation control, with a focus on accuracy and efficiency.