Agent Operations Specialist

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 confirmations
• Confirm 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 required

Qualifications:

• Post-secondary degree or diploma
• 1-3 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 industry

Required Skills:

• Demonstrated ability to collaborate effectively and independently with individuals at various levels is required
• Strong computer skills
• Ability 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 deadlines
• Strong verbal communication skills, relationship building and interpersonal skills
• Active listening
• Professional writing, editing and proofreading skills
• Strong customer service focus
• Ability to exercise tact and judgment in managing a diversity of internal and external contacts
• Proactive attitude and takes initiative
• Well-organized, enthusiastic, creative, professional and a positive team member

Supervision:

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.

Decision Making and Judgment:

Incumbents tend to be in charge of units, functions or services where there is access to supervision, but management of the work is quite independent. Independent review required for things such as long term planning, making related recommendations or decisions.

Impact of Errors:

This position has a direct impact on the Company's reputation, awareness and internal communications. This position is responsible for steering onboarding efforts for the entire business and helps create a consistent process for new customers. This affects new business which can result in financial implications.

Working Conditions:

This position will be working in an office environment, using typical office equipment. This position may require minimal travel.

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