Customer Relations Coordinator

Dallas, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Training and Development

career advancement

Job Description

Forward Air is a leading transportation and logistics company specializing in expedited ground transportation and related services across the continental United States. Established with a clear focus on providing reliable and efficient freight movement, Forward Air has become a trusted partner for customers who demand timely delivery and exceptional service. With a robust network of strategically located terminals and an advanced technology infrastructure, the company facilitates smooth and competitive logistics solutions. Their dedication to innovation, quality service, and operational excellence sets them apart in the transportation industry. Forward Air prides itself on maintaining a workplace culture that values integrity, teamwork, and a commitment to safety and customer satisfaction.

The Customer Service Representative role at Forward Air is a critical position responsible for managing communication between the company and its external customers. This role demands a professional who can handle inquiries, complaints, and shipment tracking requests with the utmost courtesy and efficiency. The position requires both telephone and email communication skills to provide detailed and accurate information, fostering positive customer experiences. The representative is also responsible for various administrative duties including data entry, maintaining logs, managing documentation, and regularly auditing shipments to ensure accuracy and compliance with company procedures. This is a role that demands attention to detail, organizational skills, and the ability to manage multiple tasks in a fast-paced environment. The individual will play an essential part in supporting the operational and administrative functions of the terminal while upholding the company’s high standards for customer service. Employment type is full-time, with Forward Air offering a competitive compensation package reflective of the expertise and dedication required for the role.

Job Requirements

High school diploma or GED equivalent
Must be able to pass basic hazardous materials training
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 such as filing, data entry, photocopies, etc.
Ability to handle heavy work load and work well under pressure
Understanding of industry documents such as bill of lading, master air way bills, TSA forms, etc

Job Qualifications

High school diploma or GED equivalent
Proficiency with Microsoft Office products including Word, Excel, PowerPoint, Outlook
Ability to perform general administrative duties such as filing, data entry, and photocopying
Demonstrated ability to meet deadlines and complete assignments
Ability to establish and maintain effective working relationships with employees and managers
Understanding of industry documents such as bill of lading, master air way bills, TSA forms
Must be able to pass basic hazardous materials training
Strong verbal and written communication skills
Experience with AS400 operating systems is a plus
Knowledge and experience in the transportation industry is a plus
Computer skills including MS Office and AS400 functions
Must possess a positive attitude and strong work ethic

Job Duties

Answer incoming customer calls and provide detail 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 request and provide detail 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