Senior Operations Agent, Freight Forwarding

Forward Air Corp.; Des Plaines (IL); On-site; USD 60,000 - 65,000; Full time

Job summary

Forward Air Corp. is hiring an Operations Agent - Domestic Freight Forwarding to provide advanced customer service, coordinate multimodal shipments, and oversee administrative processes within a 100% on-site setting.

This senior role supports escalation handling, scheduling, tracking, and documentation accuracy to ensure service commitments are met. The position emphasizes collaboration with customers, carriers, drivers, and internal teams, with emphasis on billing support and process

Qualifications

• High School Diploma or GED required; college degree preferred.
• Progressive experience in customer relations, logistics, or operations.
• Strong judgment and discretion in resolving complex issues.
• Organizational, analytical, and prioritization skills.
• Clear communication across teams; onsite work requirement.

Responsibilities

• Serve as senior point of contact for customers, carriers, drivers and internal teams.
• Oversee shipment activity from entry to delivery, ensuring accuracy and timeliness.
• Resolve delays and documentation issues; determine corrective actions.
• Lead tracking and tracing to identify disruptions and communicate mitigation plans.
• Coordinate scheduling for pickups, deliveries, and workflows across parties.
• Review and approve shipping docs (AWBs, bills of lading, POD).
• Mentor Customer Relations Coordinators on procedures and systems.

Skills

Customer relations

Logistics coordination

Problem solving

Attention to detail

Communication

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Forward Air Corp. is hiring an Operations Agent - Domestic Freight Forwarding to provide advanced customer service, coordinate multimodal shipments, and oversee administrative processes within a 100% on-site setting.

This senior role supports escalation handling, scheduling, tracking, and documentation accuracy to ensure service commitments are met. The position emphasizes collaboration with customers, carriers, drivers, and internal teams, with emphasis on billing support and process