Senior Customer Relations & Logistics Operations Specialist

Forward Air Corporation; Union City (CA); Presencial; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

Forward Air Corporation in Union City, CA is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordinate shipments, and supervise administrative tasks in a 100% on-site setting.

The role involves handling escalated inquiries, end-to-end shipment tracking, documentation review, and supporting billing and AP/AR processes while collaborating with carriers, drivers, and internal teams to boost reliability and efficiency.

Formación

• Education level required: high school diploma or GED.
• Progressive experience in customer relations or logistics roles.
• Ability to handle escalated customer and operational issues.
• Strong organizational and analytical skills.

Responsabilidades

• 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.

Conocimientos

Customer relations

Logistics

Operations coordination

Communication

Problem solving

Educación

High School Diploma or GED

Bachelor's degree preferred

Herramientas

Windows

Microsoft 365

Outlook

Excel

Teams/Zoom/Webex

Descripción del empleo

Forward Air Corporation in Union City, CA is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordinate shipments, and supervise administrative tasks in a 100% on-site setting.

The role involves handling escalated inquiries, end-to-end shipment tracking, documentation review, and supporting billing and AP/AR processes while collaborating with carriers, drivers, and internal teams to boost reliability and efficiency.