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

Carrier Procurement

Documentation & Compliance

Systems & Reporting

Back Up Agent Support and Logistics

Qualifications

Required Skills

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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