Agent Operations Specialist

Challenger Motor Freight is an equal opportunity employer committed to creating a diverse, inclusive, and accessible workplace. We welcome applications from women, visible minorities, Indigenous peoples, persons with disabilities, and all qualified individuals.If you require an accommodation at any stage of the recruitment process, please contact us at [email protected] and we will work with you to meet your needs.Challenger Motor Freight Company Profile:Challenger, part of the Fastfrate Group, is a leading North American transportation and logistics provider, offering Full Truck Load (FTL) services across North America, supported by integrated logistics solutions. With advanced fleet capabilities, modern facilities, and a strong commitment to service excellence, Challenger supports a wide range of industries with safe, reliable, and efficient operations.Employees at Challenger are part of a performance-driven culture focused on safety, innovation, and continuous improvement. Through advanced technology, ongoing training, and diverse career opportunities across driving, operations, maintenance, logistics, and administration, Challenger provides an environment where motivated individuals can build long-term, rewarding careers.Why you’ll love working here:A workplace where you can learn, grow, and build your careerA culture that encourages new ideas and continuous improvementSupportive leaders who provide guidance while giving you autonomyA team-focused environmentA competitive total-rewards package, including group benefits and a company-sponsored retirement savings planSupport for professional memberships, training, and certificationsThe Opportunity:This is your chance to join a team where your work truly makes an impact. In this role, you will contribute directly to the success of our customers, our operations, and the Fastfrate Group as a whole. You’ll work in a supportive environment that values collaboration, problem-solving, and continuous learning.Role Summary:The Agent Operations Specialist is responsible for supporting the day-to-day operational success of our independent freight agents. This role handles a wide range of functions, including order entry, track and trace, customer/carrier communication, and issue resolution.Hours of Work: Monday to Friday, 8:00am to 4:30pmWork Arrangement: On-sitePosition Type: Non-UnionEmployment Status: Full-TimeCompensation: $48,000 - $53,000Work Location: 300 Maple Grove Road, Cambridge, ONKey Accountabilities:In this role, you will:Order ManagementEnter and update loads accurately in TMWConfirm pickup and delivery details, and ensure all shipment data is complete and accurateMonitor shipments and update status changes as neededCustomer Service SupportAct as a day-to-day extension of the agent's team by communicating with their customers as neededProvide proactive updates, respond to customer inquiries, and resolve service issues with professionalismEscalate urgent issues to the agent or appropriate internal teamCarrier ProcurementAssign carriers to booked loads and send rate confirmationsConfirm carrier credentials and compliance with company requirementsDocumentation & ComplianceEnsure all customer and carrier documentation is collected, uploaded and maintained accuratelyTrack accessorial charges, PODs, and ensure billing readinessSupport agents in maintaining compliance with internal procedures and industry regulationsSystem & ReportingUtilize internal systems (TMS, Synergize, etc.) to track, manage and document shipmentsGenerate reports or provide load updates when requested by agents or customersBack Up Agent Support and LogisticsProvide coverage for agent support and carrier set up when requiredQualifications:We’re looking for someone who brings:Education & Experience:Post-secondary degree or diplomaIntermodal/drayage experience would be an asset1-3 years’ prior work experience in a freight brokerage, transportation operations, or customer service within logistics.Intermediate to advanced Microsoft Office skills (Word, PowerPoint, Excel and Outlook), experience with TMW, SalesForce or other CRM’s encouraged Experience or knowledge of supply chain management, logistics and/or the transportation industrySkills & Attributes:Demonstrated ability to collaborate effectively and independently with individuals at various levels is requiredStrong computer skillsAbility to work independently on projects Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy environment to meet tight deadlinesStrong verbal communication skills, relationship building and interpersonal skillsActive listeningProfessional writing, editing and proofreading skillsStrong customer service focusAbility to exercise tact and judgment in managing a diversity of internal and external contactsProactive attitude and takes initiative Well-organized, enthusiastic, creative, professional and a positive team member How To Apply:If you’re interested in joining our team, please submit your application through our online career portal. We appreciate all applicants; however, only those selected for an interview will be contacted.Disclaimer: We use some technology-based tools, which may include artificial intelligence (AI), to support application screening; however, all hiring decisions include human review.