Senior Intermodal Operations & Customer Relations (On-Site)

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, operational coordination, and administrative oversight for complex shipment activity in a multimodal logistics environment.

The role functions as a senior contact to resolve escalated issues and improve service outcomes, working closely with customers, carriers, drivers, and internal teams. Base pay ranges from $40,000 to $45,000 annually.

Qualifications

• High School Diploma or GED required; 4-year degree preferred.
• Progressive experience in customer relations, logistics, or operational support roles.
• Strong communication and problem-solving skills; able to work independently.
• Proficiency with MS Office and modern collaboration tools (Teams, Zoom).

Responsibilities

• Serve as a senior contact for customers, carriers, drivers, and internal teams; handle escalated inquiries.
• Coordinat​e shipment activity from order entry to delivery ensuring accuracy and timeliness.
• Resolve shipment exceptions and documentation issues with sound judgment.
• Lead tracking and tracing to identify disruptions and communicate mitigation plans.
• Coordinate scheduling for pickups, deliveries, and operational workflows across parties.
• Review and approve shipping docs including AWBs, bills of lading, PODs.
• Provide mentorship to junior staff on procedures and systems.
• Oversee billing accuracy and assist AR/AP across functions.
• Maintain organized electronic and physical files for shipments and finances.
• Collaborate with operations to improve communication and service reliability.
• Identify recurring issues and recommend process improvements.
• Support terminal activities including freight acceptance and special shipments.
• Participate in cross-functional meetings and training initiatives.
• Perform other duties as assigned to meet business needs.

Skills

Customer relations

Logistics

Operational support

Communication

Problem solving

Microsoft Office

Team collaboration

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft Excel

O365/Teams

Job description

Forward Air Corp. is seeking a Customer Relations Specialist to provide advanced customer service, operational coordination, and administrative oversight for complex shipment activity in a multimodal logistics environment.

The role functions as a senior contact to resolve escalated issues and improve service outcomes, working closely with customers, carriers, drivers, and internal teams. Base pay ranges from $40,000 to $45,000 annually.