Senior Customer Relations & Logistics Specialist

Forward Air Corp.; Los Angeles, Northern (CA, KY); Hybrid; USD 80,000 - 88,000; 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 shipments.

The role acts as a senior point of contact, managing escalated needs and ensuring accurate scheduling, tracking, and documentation. You will collaborate with customers, carriers, drivers, and internal teams to identify risks, propose fixes, and support billing and AR/AP activities while maintaining on-site operations

Qualifications

• Education: High School Diploma or GED required; undergraduate degree from an accredited college or university preferred.
• Progressive experience in customer relations, logistics, transportation, 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 and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft 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, 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.

Skills

Customer relations

Logistics/ transportation experience

Operational support

Strong communication

Organizational skills

Problem solving

Discretion with confidential info

Education

High School Diploma or GED

Undergraduate degree preferred

Tools

Microsoft Office Suite

Web conferencing tools

Job description

Forward Air Corp. seeks a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordination, and administrative oversight for domestic shipments.

The role acts as a senior point of contact, managing escalated needs and ensuring accurate scheduling, tracking, and documentation. You will collaborate with customers, carriers, drivers, and internal teams to identify risks, propose fixes, and support billing and AR/AP activities while maintaining on-site operations