Agent Operations Specialist

1 week ago

Cambridge, Canada Challenger Full time

Purpose of Position: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.Key Accountabilities:Order Management:Enter and update loads accurately in TMW. Confirm pickup and delivery details, and ensure all shipment data is complete and accurate.Monitor shipments and update status changes as needed.Customer Service Support:Act as a day-to-day extension of the agent's team by communicating with their customers as needed.Provide proactive updates, respond to customer inquiries, and resolve service issues with professionalism.Escalate urgent issues to the agent or appropriate internal team.Carrier Procurement:Assign carriers to booked loads and send rate confirmationsConfirm carrier credentials and compliance with company requirements.Documentation & Compliance:Ensure all customer and carrier documentation is collected, uploaded, and maintained accurately.Track accessorial charges, PODs, and ensure billing readiness.Support agents in maintaining compliance with internal procedures and industry regulations.Systems & Reporting:Utilize internal systems (TMS, Synergize, etc.) to track, manage, and document shipments.Generate reports or provide load updates when requested by agents or customers.Back Up Agent Support and Logistics Provide coverage for Agent Support and Carrier Set Up when requiredQualifications:Post-secondary degree or diploma1-3 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 industryRequired Skills: 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 memberSupervision: This position reports to the Director, Agent Programs. The immediate supervisor and/or department leader periodically checks assignments for progress. This position has no authority over other members of the team and has no direct reports.

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