Senior Operations Specialist

Job Description

Position: Senior Operations Specialist

Job Description

As a Senior Operations Specialist, your shift to high-level account management begins. At this phase, you have mastered the foundational skills necessary to effectively run a customer account. Your priorities now will include high-level problem resolution, as well as management of data & other customer metrics to demonstrate the organization’s service capabilities.

Core Responsibilities & Duties

• Service accounts with professional urgency, proactively resolve issues, and strive for continuous improvement of operational efficiencies.
• Maintain high-level, strategic relationships with contacts within your portfolio to organically grow the accounts and expand more business offerings.
• Work internally with the Carrier Sales team to secure the best available transportation solutions for customers.
• Actively manage the Load Board for your assigned accounts to ensure world-class service is provided each day; communicate any issues externally to the customer. This includes but is not limited to rescheduling & prioritization of rolled loads, approval of carrier appointment rescheduling to maximize load coverage, ensuring hot loads fare prioritized, etc.
• Manage customer KPI metrics; monitor & scrub customer scorecard data, follow up on hot shipment deliveries to ensure customer satisfaction; provide PODs directly to the customer where necessary, create & send account-specific KPI metrics to customer.
• Act as liaison between customer & Forward for any issues relating to the customer’s portal; report & resolve any issues that arise.
• Responsible for OS&D protocol: communicate OS&D issues to customer, advise Carrier Rep involved on disposition, build ‘dummy’ loads where needed for OS&D redelivery, communicate any additional charges to the customer, close out OS&D record in PowerBroker.
• Ensure customer invoices are accurate, proper documentation is included, and loads are released for billing in a timely manner. Manage EDI change/billing errors; follow up on aging/unapproved accessorial requests, dispute denied accessorial charges.
• Assist with Order Entry & Scheduling where necessary; handle rescheduling of rolled loads.
• Assist the Manager of Operations and the Account Management Team as needed.
• Begin to learn basic market knowledge.
• Other duties as assigned
  
  

Qualifications

• Desire for career growth & strong work ethic.
• Outstanding customer service skills with internal and external clients.
• Strong written & verbal communication skills.
• Strong attention to detail.
• Ability to multitask and execute on responsibilities with urgency and precision.
• Make decisions with confidence and efficiency.
• Embrace our values: People, Culture, Relationships.
• Bachelor degree preferred.
• 1-2 years of Sales Operations or Customer service desired.
  
  

Skills

• Strong organizational skills and attention to detail
• Proactive approach to system management and support
• Ability to work collaboratively in a team-oriented environment
• Effective multitasking in a dynamic and high-demand setting
• Excellent documentation and technical writing skills
  
  

Forward Air is an Equal Opportunity Employer.

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