Senior Customer Relations & Logistics Coordinator

Forward Air Corp.; Union City (CA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service and coordinate complex shipment activity from order entry to delivery.

You will manage escalated inquiries, oversee documentation accuracy, and support billing and financial processes in a fast-paced, on-site terminal environment. The role requires strong communication, organizational, and problem-solving skills, with the ability to mentor junior staff and collaborate across

Qualifications

• High School Diploma or GED required; undergraduate degree preferred.
• Progressive experience in customer relations, logistics, transportation, or operational support.
• Demonstrated ability to exercise sound judgment and discretion in resolving complex issues.
• Strong organizational, analytical, and problem-solving skills with ability to manage competing priorities.
• Clear, professional written and verbal communication across teams.
• Ability to work effectively in an on-site environment with minimal supervision.
• Discretion and confidentiality in handling sensitive information.
• Proficient with Microsoft Office 365 and common web conferencing tools.

Responsibilities

• Serve as a senior point of contact for customers, carriers, drivers, and internal teams.
• Oversee shipment activity from order entry through delivery, ensuring accuracy and timeliness.
• Resolve shipment exceptions and documentation issues with appropriate corrective actions.
• Lead advanced tracking and tracing, communicating mitigation plans to stakeholders.
• Coordinate and optimize scheduling for pickups, deliveries, and workflows.
• Review and approve shipping documentation, labels, and PODs.
• Provide guidance to Coordinators on procedures and systems.
• Oversee billing accuracy and AR/AP issue resolution with cross-functional teams.
• Maintain organized electronic and physical files for shipments and financial records.
• Collaborate with operations, dispatch, and leadership to improve service reliability.
• Identify recurring issues and recommend process improvements.
• Support terminal activities including freight acceptance and special shipments.

Skills

Customer relations

Logistics

Analytical skills

Problem-solving

Written communication

Verbal communication

Team collaboration

Discretion

Education

High School Diploma or GED

Undergraduate degree preferred

Tools

Microsoft O365

Windows PCs

Teams

Zoom

Webex

Job description

Forward Air Corp. is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service and coordinate complex shipment activity from order entry to delivery.

You will manage escalated inquiries, oversee documentation accuracy, and support billing and financial processes in a fast-paced, on-site terminal environment. The role requires strong communication, organizational, and problem-solving skills, with the ability to mentor junior staff and collaborate across