Operations Agent

Operations Agent at Forward Air Corporation

The Operations Agent manages transportation for a portfolio of key accounts and provides unmatched customer service from the initial quote through final delivery. Acting as the primary point of contact, the agent builds mutually beneficial relationships with customers by overseeing all aspects of their shipments.

• Provide rate quotes and service orders for shipments while maintaining customer satisfaction.
• Respond to emails in a timely manner with internal and external customers.
• Dispatch, book, and monitor shipments daily using World Trak and other systems.
• Track and trace shipments to ensure on‑time delivery, communicating status updates proactively.
• Collaborate with Account Managers, Sales, Customer Service, and Management to establish, implement, and maintain client‑specific SOPs.
• Investigate and resolve customer issues by developing solutions and making recommendations to management.
• Compile reports, process invoices, and provide support to staff when shipment issues arise.
• Ensure compliance with TSA regulations and local, federal, corporate, and station management policies.
• Build and maintain strong relationships with vendors, negotiate pricing, secure bookings, and resolve service issues.
• Collaborate in a team environment to deliver seamless customer service and operational support.
• Other duties as assigned.

• Bachelor’s degree in business or related field, or equivalent years of experience.
• Exceptional verbal and written communication skills with the ability to work with all levels of the organization.
• Basic to advanced computer skills.
• Demonstrated ability to work in a fast‑paced environment.

• Competitive base salary.
• Paid time off within the first year of employment, sick time, and holidays.
• Company‑provided life insurance.
• Health, vision, and dental insurance options.
• Commuter benefit plan.
• Optional supplemental life insurance.
• 401(k).
• Wellness program.

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market, offering surface shipping on an accelerated “time‑definite” basis. We serve companies of all sizes to deliver cost‑effective, reliable alternatives to air transportation and continuously expand our services to meet evolving customer needs.