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Position: Account Service Representative

Pay Rate: $21 per hour

Schedule: Monday - Friday 8am - 5pm

Job Description:

The Account Administrator I fields external customer questions, complaints and shipment tracking inquiries while demonstrating the highest degree of courtesy, integrity and professionalism to resolve customer issues via email and phone communication. The key responsibilities of this function are to provide exceptional support to our drivers, be quick to respond to questions and troubleshooting concerns and to proactively monitor the movement of freight to ensure customer satisfaction.

Core Duties & Responsibilities:

• Update customers consistently of freight location and ETA’s

• Maintain files in order and as outlined in the operations procedures and policy manual

• Offer exceptional support to drivers to ensure that their professional needs are being met

• Monitor shipments throughout transit to effectively meet delivery schedules

• Consistently monitor e-mail requests and provide detailed information in a timely fashion

• Make and take phone calls with drivers and customers as needed

• Act as the main point of contact for all driver-facing communication via phone and e-mail

• Regular and dependable attendance

• Other duties as assigned

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

• Ability to handle heavy workload and work well under pressure

• High school diploma or GED equivalent

Skills:

• Ideal candidate will possess a “can do” attitude with a “will do” work ethic

• Must have the ability to work in a fast-paced environment

• Strong verbal and written communication skills

• Transportation industry knowledge and experience is a plus

• Computer skills, including Microsoft Office, Outlook, etc.

#FWRD2

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

About the Team