Customer Relations Coordinator

Job Description

Position:
Customer Service Representative

The Customer Service Representative fields external customer questions, complaints and shipment tracking inquiries while demonstrating the highest degree of courtesy, integrity and professionalism to resolve customer issues via phone and email communication.

• Answer incoming customer calls and provide detailed information.
• Notify customers daily of freight availability.
• Data entry (domestic and international bills).
• Maintain a driver sign in log.
• Maintain a cash log file.
• Maintain files in order and as outlined in the operations procedures and policy manual.
• Perform daily audits on all outbound shipments.
• Arrive inbound manifest and close out outbound manifest in the AS400.
• Consistently monitor e‑mail requests and provide detailed information in a timely fashion.
• Regular and dependable attendance.
• Prepare in‑bond documentation (Smaller stations only).
• Acceptance of “containers” and proper documentation (Smaller stations only).
• Office cleanliness: vacuum and trash empty (Smaller stations only).
• Process dock receipt for export bookings and maintain spreadsheet (Smaller stations only).
• Other duties as assigned.

• Demonstrated ability to carry out assignments to their completion and meet deadlines.
• Ability to establish and maintain effective working relationships with employees and managers.
• Desire for a long‑term career with an industry leading company.
• Ability to present and maintain a positive corporate image in a fast‑paced environment.
• Proactively establish and maintain effective working team relationships with all support departments.
• Must be proficient with Microsoft Office products including Word, Excel, PowerPoint, Outlook, etc.
• Ability to perform general administrative duties; file, perform data entry, photocopies, etc.
• Ability to handle heavy work load and work well under pressure.
• Understanding of industry documents (bill of lading, master air way bills, tsa forms, etc).
• High school diploma or GED equivalent.
• Must be able to pass basic hazardous materials training.

• Ideal candidate will possess a “can do” attitude with a “will do” work ethic.
• Must have the ability to work in a fast‑paced environment.
• Strong verbal and written communication skills.
• Experience with AS400 operating systems is a plus.
• Transportation industry knowledge and experience is a plus.
• Computer skills, including MS Office/Excel, AS400 functions: air‑bills, manifest, customer, customer service, reports, etc.

Forward Air is an Equal Opportunity employer.

• Compensation: Competitive base pay based on experience, industry/geographic benchmarks and internal equity. Some positions may be eligible for incentive pay programs and/or equity‑based incentives. Pay ranges published on job boards are not provided nor verified by the Company.
• Health: Medical and Pharmacy insurance;
  Health Savings Account (HSA);
  Vision;
  Dental;
  Life and Disability;
  Critical Illness;
  Accident Indemnity;
  Hospital Indemnity;
  On‑demand telehealth via Teladoc;
  Employee Assistance Program (counseling and financial/lifestyle coaching).
• Wealth: 401(k) retirement savings plan with employer match;
  Employee stock purchase program;
  Flexible Spending Account (FSA);
  Commuter Benefits;
  Legal
  
  EASE legal coverage.
• Time: 7 paid holidays and generous Paid Time Off (PTO) tiers ranging from 10–25 days annually.
• Culture: A collaborative, transformation‑driven, solutions‑first environment full of “can do” attitude and “will do” work ethic.

• Work Authorization: Within the United States, the Company is an E‑Verify employer. Unless otherwise indicated, U.S.‑based workers must be legally authorized to work in the U.S. without sponsorship, including but not limited to F‑1, H‑1, H‑2, L, J, and TN visas, etc.
• Diversity, Equity and Inclusion (DEI): The Company is proud to be an equal opportunity employer . Applicants will be considered without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.