Agent Operations Specialist

• 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

• 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

• 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

Challenger