What are the responsibilities and job description for the Dispatch & Account Support Representative position at Forward Air Corporation?
Job Description
Position: Dispatch & Account Support Representative
Job Description
The Dispatch & Account Support Representative is responsible for the planning, scheduling, and dispatching of our customers’ freight while also providing timely, accurate transportation quotes and customer support. This role serves as a primary point of contact for both Independent Contractors and customers, ensuring freight moves efficiently, cost-effectively, and with exceptional service. The specialist must proactively monitor freight, resolve issues, and provide creative, reliable solutions that align with operational capabilities.
Core Responsibilities & Duties
#FWRD1
About Us
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. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.
Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.
Ranked 3rd in Newsweeks 2022 " Americas Most Trustworthy Companies " publication
Position: Dispatch & Account Support Representative
Job Description
The Dispatch & Account Support Representative is responsible for the planning, scheduling, and dispatching of our customers’ freight while also providing timely, accurate transportation quotes and customer support. This role serves as a primary point of contact for both Independent Contractors and customers, ensuring freight moves efficiently, cost-effectively, and with exceptional service. The specialist must proactively monitor freight, resolve issues, and provide creative, reliable solutions that align with operational capabilities.
Core Responsibilities & Duties
- Coordinate, schedule, dispatch, and plan customer freight shipments
- Monitor shipments throughout transit to ensure on-time delivery and resolve issues proactively
- Build and maintain strong relationships with Independent Contractors within the assigned fleet
- Partner with customer service and sales teams to ensure customer requirements are met
- Manage customer and driver expectations in alignment with operational capabilities
- Provide accurate and timely transportation quotes based on customer requirements
- Recommend appropriate transportation modes, vehicle types, and routing options
- Utilize TMS systems and market insights to develop competitive pricing and solutions
- Analyze freight specifications to determine optimal routing and mode selection
- Maintain a high level of responsiveness in a fast-paced, deadline-driven environment
- Monitor market conditions, capacity trends, and rate fluctuations to support accurate quoting
- Other duties as assigned
- Self-motivated problem-solver with fervent desire to meet customer needs
- Strong verbal and written communication skills
- 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.
- Must be willing to work a flexible schedule
- The 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
- Experience with Sylectus and Worldtrak operating systems is a plus
- Transportation industry knowledge and experience is a plus
- Prior dispatch/load planning experience is a plus
#FWRD1
About Us
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. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.
Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.
Ranked 3rd in Newsweeks 2022 " Americas Most Trustworthy Companies " publication