Senior Intermodal Operations & Customer Relations

Forward Air Corp.; Nashville (TN); On-site; USD 40,000 - 45,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Relations Specialist to provide advanced customer service, coordinate shipments, and oversee administrative tasks at a multimodal terminal.

This senior role supports complex shipment activity and Escalation management on-site to ensure timely, accurate service delivery. You will manage customer and carrier inquiries, review shipping documentation, and collaborate with operations to drive service reliability while mentoring junior staff and supporting AR/AP

Qualifications

• High School Diploma or GED required; bachelor's degree preferred.
• Progressive experience in customer relations, logistics, or operational support.
• Ability to exercise sound judgment in complex issues.
• Strong organizational, analytical, and problem-solving skills.
• Excellent written and verbal communication; able to influence teams.
• On-site, fast-paced environment with minimal supervision.
• Discretion in handling sensitive information.
• Proficient with Windows, Microsoft 365, and web conferencing.

Responsibilities

• Serve as senior point of contact for customers, carriers, drivers, and internal teams.
• Oversee shipment activity from order entry through delivery for accuracy and timeliness.
• Resolve exceptions and documentation issues; determine corrective actions.
• Lead tracking and tracing to identify disruptions and communicate mitigation plans.
• Coordinate scheduling for pickups, deliveries, and workflows.
• Review and approve shipping docs including AWBs, bills of lading, POD.
• Mentor Customer Relations Coordinators and support staff.
• Oversee billing accuracy and AR/AP issue resolution.
• Maintain organized electronic and physical files for records.
• Collaborate with operations and leadership to improve service.
• Identify recurring issues and suggest process improvements.
• Support terminal activities, including freight acceptance.
• Participate in cross-functional meetings and training.
• All other duties as assigned.

Skills

Customer relations

Logistics

Operational support

Communication

Analytical skills

Problem solving

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Office

Web conferencing (Teams, Zoom, Webex)

Job description

Forward Air Corp. is seeking a Customer Relations Specialist to provide advanced customer service, coordinate shipments, and oversee administrative tasks at a multimodal terminal.

This senior role supports complex shipment activity and Escalation management on-site to ensure timely, accurate service delivery. You will manage customer and carrier inquiries, review shipping documentation, and collaborate with operations to drive service reliability while mentoring junior staff and supporting AR/AP