Operations Account Coordinator- Full Time- 2nd Shift
Forward Air · Nashville
The Operations Account Coordinator serves as a primary day-to-day point of contact for customers, helping ensure consistent, high-quality service delivery across the company’s transportation and logistics services. They support customer relationships through proactive communication, issue identification, service coordination, and collaboration with operations teams. They closely with customers and internal stakeholders to ensure service expectations are met and customer needs are addressed in a timely, professional manner. They monitor service execution, communicate operational updates, and assist in resolving routine service concerns. They play an important role in maintaining customer satisfaction, supporting account retention, and strengthening operational partnerships.
Base Pay: $23.50 per hour
Schedule: Monday- Friday, 2nd shift tbd exact hours
Responsibilities
Serve as a day-to-day customer contact for assigned accounts, providing timely communication, updates, and support.
Build and maintain professional working relationships with customers, operations teams, drivers, warehouse personnel, carriers, and other business partners.
Coordinate with terminal, warehouse, and operational leadership to ensure customer service expectations are consistently met across transportation and logistics services.
Monitor service activity and operational performance to help identify potential disruptions, delays, inventory concerns, service exceptions, or other customer-impacting issues.
Communicate customer requirements, priorities, and service expectations to internal teams to support successful operational execution.
Respond to customer inquiries, requests, and routine service issues in a professional and timely manner.
Assist in resolving service exceptions by gathering information, coordinating with operational teams, and escalating issues when appropriate.
Support customers utilizing one or more Company service offerings, including LTL transportation, domestic freight forwarding, international freight forwarding, and contract logistics.
Maintain accurate customer records, account documentation, service instructions, and operational communications.
Assist with preparing routine customer reports, service metrics, and account-related documentation as needed.
Support customer onboarding activities, account maintenance, and implementation of evolving service requirements.
Ensure customer activities and documentation comply with company policies, customer requirements, and applicable regulatory standards.
Escalate complex customer concerns, significant service failures, commercial issues, and strategic account opportunities to Account Management or Operations Leadership as appropriate.
Collaborate with team members to identify opportunities for process improvement and enhanced customer experience.
Support operational initiatives designed to improve service consistency, customer satisfaction, and overall account performance.
All other duties as assigned to meet evolving business needs.
Qualifications