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.
