Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional Development
Paid holidays
Job Description
Forward Air is a well-established transportation and logistics company specializing in expedited ground and air freight services. Renowned for its commitment to reliability, efficiency, and customer satisfaction, Forward Air offers tailored logistical solutions across the United States, serving various industries including retail, manufacturing, and healthcare. As an industry leader, the company prides itself on maintaining a highly professional workforce supported by state-of-the-art technology and a customer-centric approach. Employing thousands of dedicated professionals, Forward Air fosters a positive and dynamic workplace culture focused on growth, innovation, and collaboration. This position offers opportunities for career advancement within a fast-paced and rewarding environment.
The role of Customer Service Representative at Forward Air is crucial to maintaining seamless communication and operations between the company and its external customers. This full-time position entails managing and resolving customer inquiries, complaints, and shipment tracking requests with the utmost courtesy and professionalism. The representative will handle both phone and email communications, ensuring that customers receive timely and accurate information related to freight availability, documentation, and shipment statuses. A key responsibility is to support operational procedures through precise data entry, record-keeping, and auditing of outbound shipments.
Additionally, the role involves maintaining essential logs such as driver sign-in and cash logs, managing inbound and outbound manifests using AS400 systems, and conducting follow-ups on email requests. Candidates must demonstrate reliability, strong organizational skills, and the ability to work well under pressure in a fast-paced environment. This position provides a vital link between customers and operations, ensuring high levels of customer satisfaction and adherence to company policies and standards. The Customer Service Representative will also be expected to perform other station-specific duties such as preparing in-bond documentation, handling container acceptance, and maintaining office cleanliness in smaller stations.
Ideal candidates are those with a positive, can-do attitude complemented by a strong work ethic and a desire for a long-term career with Forward Air. Proficiency with Microsoft Office applications and a basic understanding of industry-specific documents like bills of lading and master air waybills are required. Experience with AS400 operating systems and transportation industry knowledge is advantageous but not mandatory. Forward Air is committed to equal employment opportunities and fostering an inclusive work environment for all employees.
The role of Customer Service Representative at Forward Air is crucial to maintaining seamless communication and operations between the company and its external customers. This full-time position entails managing and resolving customer inquiries, complaints, and shipment tracking requests with the utmost courtesy and professionalism. The representative will handle both phone and email communications, ensuring that customers receive timely and accurate information related to freight availability, documentation, and shipment statuses. A key responsibility is to support operational procedures through precise data entry, record-keeping, and auditing of outbound shipments.
Additionally, the role involves maintaining essential logs such as driver sign-in and cash logs, managing inbound and outbound manifests using AS400 systems, and conducting follow-ups on email requests. Candidates must demonstrate reliability, strong organizational skills, and the ability to work well under pressure in a fast-paced environment. This position provides a vital link between customers and operations, ensuring high levels of customer satisfaction and adherence to company policies and standards. The Customer Service Representative will also be expected to perform other station-specific duties such as preparing in-bond documentation, handling container acceptance, and maintaining office cleanliness in smaller stations.
Ideal candidates are those with a positive, can-do attitude complemented by a strong work ethic and a desire for a long-term career with Forward Air. Proficiency with Microsoft Office applications and a basic understanding of industry-specific documents like bills of lading and master air waybills are required. Experience with AS400 operating systems and transportation industry knowledge is advantageous but not mandatory. Forward Air is committed to equal employment opportunities and fostering an inclusive work environment for all employees.
Job Requirements
- 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
- Ability to perform general administrative duties such as file, perform data entry, photocopies
- 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
- High school diploma or GED equivalent
- Must be able to pass basic hazardous materials training
Job Qualifications
- High school diploma or GED equivalent
- Proficiency with Microsoft Office products including Word, Excel, PowerPoint, Outlook
- Understanding of industry documents such as bill of lading, master air way bills, TSA forms
- Ability to perform general administrative duties such as filing, data entry, photocopying
- Ability to establish and maintain effective working relationships with employees and managers
- Strong verbal and written communication skills
- Experience with AS400 operating systems is a plus
- Transportation industry knowledge and experience is a plus
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
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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