Senior Logistics & Customer Operations Specialist

Forward Air Corp.; Des Plaines (IL); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Incentive Eligible

Job summary

Forward Air Corp. in Des Plaines, IL is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordinate complex shipment activity, and oversee billing and records.

This on-site role supports multiple teams and carriers with a focus on timely, compliant performance. Responsibilities include supervising shipment tracking, documentation accuracy, and cross-functional collaboration to resolve issues, improve service, and mentor junior staff.

Qualifications

• High School Diploma or GED required; undergraduate degree preferred.
• Progressive experience in customer relations, logistics, or operational support roles with increasing responsibility.
• Strong judgment and discretion in resolving complex customer and operational issues.
• Excellent organizational, analytical, and problem-solving skills with ability to manage competing priorities.
• Clear, professional written and verbal communication; able to influence and collaborate across teams.
• Ability to work effectively in a fast-paced, on-site environment with minimal supervision.
• Discretion and confidentiality in handling sensitive information.
• Proficiency with common office technologies, including Windows and Microsoft O365; 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 procedures.
• Exercise independent judgment to resolve shipment exceptions, delays, and documentation issues; determine corrective actions.
• Lead advanced tracking and tracing activities, identifying disruptions and communicating mitigation plans to stakeholders.
• Coordinate and optimize scheduling for pickups, deliveries, appointments, and workflows across multiple parties.
• Review, validate, and approve shipping documentation including AWBs, bills of lading, labels, and POD.
• Provide guidance and mentorship to coordinators and support staff on procedures and systems.
• Oversee billing accuracy and financial documentation; analyze discrepancies and resolve AR/AP issues.
• Maintain organized electronic and physical files for shipment, financial, and administrative records.
• Collaborate with operations, dispatch, and leadership to improve communication, service reliability, and process efficiency.
• Identify recurring service issues or process gaps and recommend improvements.
• Support terminal activities including freight acceptance and specialized shipment coordination.
• Participate in meetings, training, and improvement projects.
• All other duties as assigned to meet evolving business needs.

Skills

Customer relations

Logistics coordination

Operational support

Communication

Organizational skills

MS Office

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft O365

Teams/Zoom/Webex

Job description

Forward Air Corp. in Des Plaines, IL is seeking a Customer Relations Specialist / Operations Agent to provide advanced customer service, coordinate complex shipment activity, and oversee billing and records.

This on-site role supports multiple teams and carriers with a focus on timely, compliant performance. Responsibilities include supervising shipment tracking, documentation accuracy, and cross-functional collaboration to resolve issues, improve service, and mentor junior staff.