Dispatch & Account Support Representative

Job Summary

The Dispatch & Account Support Representative supports customer accounts and executes time‑sensitive transportation solutions within a fast‑paced 3PL brokerage environment. This role is heavily brokerage‑focused and requires experience managing freight, communicating with customers, prioritizing urgent issues, and resolving service escalations. The ideal candidate brings a strong brokerage background, adapts quickly, and consistently drives issues to resolution through effective problem‑solving and communication.

• Coordinate, dispatch, and broker freight within a 3PL/brokerage environment to ensure timely and accurate shipment execution.
• Own assigned shipments and customer issues from initial execution through final resolution, ensuring accountability and follow‑through.
• Serve as a primary support contact for assigned customer accounts, providing proactive, clear, and professional communication.
• Manage service escalations by investigating issues, identifying root causes, and driving resolution while clearly communicating status, expectations, and outcomes to customers and internal stakeholders.
• Exercise independent judgment when situations are not clearly defined, balancing urgency, service expectations, and operational constraints.
• Effectively prioritize competing demands in a high‑volume, fast‑paced environment where multiple issues may feel urgent.
• Collaborate with internal teams and external carrier partners to resolve operational challenges and service disruptions.
• Review shipping details, documentation, and service requirements to ensure accuracy and compliance.
• Support pricing and quoting activities as needed.

• Demonstrated freight brokerage experience within a 3PL or broker environment.
• Proven ability to manage shipments and issues end‑to‑end in a brokerage setting.
• Experience working directly with customers, including managing expectations during time‑sensitive or high‑impact situations.
• Strong problem‑solving skills, with the ability to assess incomplete information, apply independent judgment, and drive decisions.
• Ability to prioritize effectively in a fast‑paced, high‑volume environment.
• Strong verbal and written communication skills, particularly during issue resolution and escalation scenarios.
• Ability to learn quickly and adapt to changing processes, priorities, and customer needs.

• Combined brokerage and dispatching experience, particularly in expedited or time‑critical freight.
• Familiarity with non‑asset‑based operations versus asset‑based carrier environments.
• Experience handling customer escalations and service recovery in a brokerage setting.
• Exposure to pricing, spot quoting, or margin management.
• Familiarity with expedited and specialty services, including sprinter vans, small and large straight trucks, and white‑glove shipments.

• Strong sense of ownership and accountability.
• Sound judgment in ambiguous or high‑pressure situations.
• Clear, confident customer communication.
• Sense of urgency with disciplined prioritization.
• Adaptability and resilience in a fast‑paced environment.
• Collaborative, solution‑oriented mindset.

Forward Air is an Equal Opportunity employer.