Customer Solutions Consultant

Forward Air is seeking a Customer Solutions Consultant to support customers in the transportation and warehousing sector. You will analyze freight needs, design transportation solutions, and serve as a key liaison between customers, operations, and sales. Responsibilities include evaluating shipment data, recommending service options across LTL, intermodal, final mile, and truckload, and monitoring performance to meet service and cost targets. You'll resolve service issues, lead customer implementations, and drive process improvements in a fast-paced, safety-focused logistics network.

Responsibilities

• Serve as primary transportation solutions contact for key customers
• Analyze shipment and performance data to recommend service options
• Design multimodal transportation solutions across LTL, intermodal, final mile, and truckload
• Coordinate with operations, sales, and technology teams to implement solutions
• Monitor service performance, costs, and KPIs; recommend improvements
• Resolve service issues and manage escalations with urgency
• Prepare customer-facing presentations, reports, and business reviews
• Support onboarding of new accounts and process changes
• Ensure compliance with safety, service, and contractual requirements
• Contribute to continuous process and workflow improvements

Required Skills

• Transportation management systems (TMS)
• Customer relationship management (CRM) software
• Data analysis and reporting (Excel/BI tools)
• Freight and LTL operations knowledge
• Route and capacity planning
• Issue resolution and escalation management
• Process improvement and workflow design
• Contract and service-level interpretation
• Presentation and communication skills
• Basic supply chain and logistics principles