Shipment & Customer Care Coordinator

Forward Air Corp.; Fife, Northern (WA, KY); Hybrid; USD 32,000 - 33,000; Full time

Job summary

Forward Air Corp. is seeking a Customer Relations Coordinator to provide front-line administrative and customer service support at our on-site facility, ensuring accurate shipment processing, documentation, and timely updates to customers, carriers, and drivers.

Responsibilities include data entry, shipment tracking, coordinating pickups, preparing air waybills and bills of lading, and supporting billing tasks.

Qualifications

• High School Diploma or GED required; bachelor’s degree preferred.
• Experience in customer service or logistics environments preferred.
• Strong attention to detail and ability to follow established processes.
• Clear, professional written and verbal communication with a customer-focused approach.
• Ability to work collaboratively in a fast-paced, on-site environment.
• Proficiency with Windows OS and Microsoft Office 365.
• Willingness to travel for meetings as needed.

Responsibilities

• Serve as central contact for customers, carriers, drivers, and internal teams.
• Provide front-line customer service by responding to shipment status inquiries and documentation requests.
• Perform accurate data entry for shipment details and operational records.
• Track and trace shipments using internal systems and carrier platforms; communicate updates.
• Coordinate scheduling for pickups, deliveries, and routine activities.
• Prepare shipping documents such as air waybills and bills of lading.
• Support billing tasks including invoice preparation and reconciliation.
• Maintain organized files for shipment, financial, and administrative documentation.
• Escalate routine service issues to operations leadership as needed.

Skills

Customer service

Attention to detail

Communication skills

Teamwork

On-site work

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office 365

Outlook

Excel

Word

Teams

Zoom/Webex

Job description

Forward Air Corp. is seeking a Customer Relations Coordinator to provide front-line administrative and customer service support at our on-site facility, ensuring accurate shipment processing, documentation, and timely updates to customers, carriers, and drivers.

Responsibilities include data entry, shipment tracking, coordinating pickups, preparing air waybills and bills of lading, and supporting billing tasks.