Senior Customer Relations & Logistics Coordinator

Forward Air Corp.; Union City (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Forward Air Corp. seeks a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordination, and administrative oversight for domestic shipment activity at a 100% on-site facility.

You will manage escalated customer needs, track shipments, and oversee billing support across AR/AP. Collaborate with customers, carriers, drivers, and internal teams to improve reliability and efficiency.

Qualifications

• Education: HS Diploma or GED required; undergraduate degree preferred.
• Progressive experience in customer relations, logistics, 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, on‑site environment with minimal supervision.
• Demonstrated discretion and confidentiality in handling sensitive information.
• Technical: Proficient with Windows PCs, MS O365, and web conferencing tools.

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 and timeliness.
• Resolve shipment exceptions and documentation issues; determine corrective actions.
• Lead tracking activities, identifying disruptions and communicating mitigation plans.
• Coordinate scheduling for pickups, deliveries, and operational workflows across parties.
• Review and approve shipping documents, labels, and POD.
• Provide guidance to Coordinators on procedures and systems.
• Oversee billing accuracy and financial documentation; resolve AR/AP issues.
• Maintain organized electronic and physical files for shipment, financial, and admin records.
• Collaborate with operations to improve communication and process efficiency.
• Identify recurring issues and recommend improvements.

Skills

Customer relations

Logistics

Operational support

Communication

Team collaboration

Problem solving

Education

HS Diploma or GED

Bachelor's degree preferred

Tools

Windows

Microsoft 365

Teams/Zoom/Webex

Job description

Forward Air Corp. seeks a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordination, and administrative oversight for domestic shipment activity at a 100% on-site facility.

You will manage escalated customer needs, track shipments, and oversee billing support across AR/AP. Collaborate with customers, carriers, drivers, and internal teams to improve reliability and efficiency.