What are the responsibilities and job description for the Operations Agent position at Forward Air Corporation?
Job Description
Position: Operations Agent
Job Description
The Operations Agent manages transportation for a portfolio of Omni’s key accounts and provides unmatched customer service from the initial quote through final delivery. Acting as the primary point of contact, the Operations Agent builds mutually beneficial relationships with customers by overseeing all aspects of their shipments.
Daily responsibilities include quoting customers, pulling inventory, booking shipments, dispatching, tracking and tracing, and invoicing. The Operations Agent dynamically routes shipments to maximize margins while ensuring an exceptional customer experience. Working in a collaborative team atmosphere, all operators are cross-trained on customer accounts and partner closely with sales, warehouse staff, and account managers to meet customers’ ever-changing needs.
Core Responsibilities & Duties
Position: Operations Agent
Job Description
The Operations Agent manages transportation for a portfolio of Omni’s key accounts and provides unmatched customer service from the initial quote through final delivery. Acting as the primary point of contact, the Operations Agent builds mutually beneficial relationships with customers by overseeing all aspects of their shipments.
Daily responsibilities include quoting customers, pulling inventory, booking shipments, dispatching, tracking and tracing, and invoicing. The Operations Agent dynamically routes shipments to maximize margins while ensuring an exceptional customer experience. Working in a collaborative team atmosphere, all operators are cross-trained on customer accounts and partner closely with sales, warehouse staff, and account managers to meet customers’ ever-changing needs.
Core Responsibilities & Duties
- Provide and process rate quotes and service orders for shipments while maintaining customer satisfaction
- Review and respond to emails in a timely manner with internal and external customers
- Dispatch, book, and monitor shipments daily using WorldTrak and other systems
- Track and trace shipments to ensure on-time delivery, communicating status updates proactively
- Work in conjunction with Account Managers, Sales, Customer Service, and Management to establish, implement, and maintain client-specific Standard Operating Procedures (SOPs)
- Investigate and resolve customer issues by developing solutions and making recommendations to management
- Compile reports, process invoices, and provide support to other staff when shipment issues arise
- Ensure compliance with Transportation Security Administration (TSA) regulations, as well as local, federal, corporate, and station management policies
- Build and maintain strong relationships with vendors, negotiating pricing, securing bookings, and resolving 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
- Demonstrate the 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
- A great place to work with a terrific culture