Operations Agent

3 days ago

Des Plaines, IL, United States Forward Air Full time

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.

Job Requirements & Qualifications:

  • 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

What We Offer:

  • 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

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 (https://www.newsweek.com/americas-most-trustworthy-companies-2022/transport-logistics-packaging) " publication

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