{"id":2197292,"url":"https://alion.io/job/forward-customer-relations-specialist-logistics-2","title":"Customer Relations Specialist-logistics","company":{"id":1826503,"name":"Forward","domain":"forwardair.com","url":"https://alion.io/company/forwardair-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Union City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-09T19:59:31Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-14T06:01:33Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"TheCustomer Relations Specialist / Operations Agent provides advanced customer service, operational coordination, and administrative oversight to support complex shipment activity within a domestic freight forwarding / transportation terminal. Serving as a senior point of contact, they manage escalated customer needs, oversee end-to-end shipment coordination, and resolve service issues and improve operational outcomes. They are responsible for overseeing scheduling, shipment tracking and tracing, documentation accuracy, and core financial processes including billing, accounts receivable, and accounts payable support. Working closely with customers, carriers, drivers, and internal operations teams, they proactively identify risks, recommend solutions, and ensure service commitments are met.\nResponsibilities\nServe as a senior point of contact for customers, carriers, drivers, and internal teams, managing complex or escalated service inquiries.\nOversee and coordinate shipment activity from order entry through delivery, ensuring accuracy, timeliness, and compliance with established procedures.\nExercise independent judgment to resolve shipment exceptions, service delays, and documentation issues; determine appropriate corrective actions.\nLead advanced tracking and tracing activities, proactively identifying potential disruptions and communicating mitigation plans to stakeholders.\nCoordinate and optimize scheduling for pickups, deliveries, appointments, and operational workflows across multiple parties.\nReview, validate, and approve shipping documentation, labels, and proof of delivery (POD).\nProvide guidance and informal mentorship to Customer Relations Coordinators and support staff on procedures, systems, and customer interactions.\nOversee billing accuracy and financial documentation; analyze discrepancies and work cross-functionally to resolve AR/AP issues.\nMaintain oversight of organized, compliant electronic and physical files for shipment, financial, and administrative records.\nCollaborate with operations, dispatch, and leadership teams to improve communication, service reliability, and process efficiency.\nIdentify recurring service issues or process gaps and recommend improvements aligned with operational goals.\nSupport terminal or site activities as needed, including freight acceptance and coordination of specialized shipment requirements.\nParticipate in cross-functional meetings, training initiatives, and operational improvement projects.\nAll other duties as assigned to meet evolving business needs.\nQualifications\nEducation: High School Diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.\nProgressive experience in customer relations, logistics, transportation, or operational support roles with increasing responsibility.\nDemonstrated ability to exercise sound judgment and discretion in resolving complex customer and operational issues.\nStrong organizational, analytical, and problem-solving skills with the ability to manage competing priorities independently.\nClear, professional written and verbal communication skills, including the ability to influence and collaborate across teams.\nAbility to work effectively in a fast-paced, team-oriented, on-site environment with minimal supervision.\nDemonstrated discretion and confidentiality in handling and protecting sensitive information.\nTechnical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)\nEnvironment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.","description_format":"text","description_chars":3723,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Road Transport"],"lifecycle":[{"event":"open","at":"2026-10-09T19:59:31Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.855,"p_room":1,"age_days":4,"expected_fill_days":18,"reasons":["conf:0","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/forward-customer-relations-specialist-logistics-2","json_url":"https://alion.io/job/forward-customer-relations-specialist-logistics-2.json","meta":{"generated_at":"2026-10-14T07:38:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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