Job Summary
The Dispatch & Account Support Representative supports customer accounts and executes time-sensitive transportation solutions within a fast-paced 3PL brokerage environment. This role is heavily brokerage-focused and requires experience managing freight, communicating with customers, prioritizing urgent issues, and resolving service escalations. The ideal candidate brings a strong brokerage background, adapts quickly, and consistently drives issues to resolution through effective problem-solving and communication.

Key Responsibilities
    • Coordinate, dispatch, and broker freight within a 3PL/brokerage environment to ensure timely and accurate shipment execution
    • Own assigned shipments and customer issues from initial execution through final resolution, ensuring accountability and follow-through
    • Serve as a primary support contact for assigned customer accounts, providing proactive, clear, and professional communication
    • Manage service escalations by investigating issues, identifying root causes, and driving resolution while clearly communicating status, expectations, and outcomes to customers and internal stakeholders
    • Exercise independent judgment when situations are not clearly defined, balancing urgency, service expectations, and operational constraints
    • Effectively prioritize competing demands in a high-volume, fast-paced environment where multiple issues may feel urgent
    • Collaborate with internal teams and external carrier partners to resolve operational challenges and service disruptions
    • Review shipping details, documentation, and service requirements to ensure accuracy and compliance
    • Support pricing and quoting activities as needed

Required Qualifications
    • Demonstrated freight brokerage experience within a 3PL or broker environment
    • Proven ability to manage shipments and issues end-to-end in a brokerage setting
    • Experience working directly with customers, including managing expectations during time-sensitive or high-impact situations
    • Strong problem-solving skills, with the ability to assess incomplete information, apply independent judgment, and drive decisions
    • Ability to prioritize effectively in a fast-paced, high-volume environment
    • Strong verbal and written communication skills, particularly during issue resolution and escalation scenarios
    • Ability to learn quickly and adapt to changing processes, priorities, and customer needs

Preferred Qualifications
    • Combined brokerage and dispatching experience, particularly in expedited or time-critical freight
    • Familiarity with non-asset-based operations versus asset-based carrier environments
    • Experience handling customer escalations and service recovery in a brokerage setting
    • Exposure to pricing, spot quoting, or margin management
    • Familiarity with expedited and specialty services, including sprinter vans, small and large straight trucks, and white-glove shipments

Core Competencies
    • Strong sense of ownership and accountability
    • Sound judgment in ambiguous or high-pressure situations
    • Clear, confident customer communication
    • Sense of urgency with disciplined prioritization
    • Adaptability and resilience in a fast-paced environment
    • Collaborative, solution-oriented mindset

Forward Air is an Equal Opportunity employer.

#LI-KK1
#LI-Onsite
 

Since 1990, Forward Air has been a leading provider of ground transportation and related logistics services to the North American air freight and expedited LTL market. We offer surface shipping on an accelerated “time-definite” basis, delivering cargo at a specific time, but under less time-sensitive situations – supplying you with a cost effective, reliable alternative to air transportation. We work with companies of all sizes to develop tangible advantages and build the best products to meet your specific needs. Forward Air presents to the wholesale transportation community (logistics companies, freight forwarders, integrated air cargo carriers, passenger/ cargo airlines, and non-traditional shippers), a single-source provider that can deliver more supply chain services and a superior menu of choices. Throughout the years we have added supplementary lines to our linehaul service, such as full truckload operations (Truckload Services), final-mile coverage (Complete® Cartage), and an Airline Logistics program, and we will continue to expand our services to meet the changing needs and growth of our customer base.

Forward Air is structured to optimize both savings and service to our customers. Direct partnerships with owner-operators and other surface transportation providers, enable us to remain cost-competitive. The Forward Air network is designed with over 90 facilities located at or near major U.S. and Canadian airports, 12 regional sort centers and over 300 beyond points (secondary airports provided through our Complete Cartage service), creating one of the most comprehensive linehaul networks in the industry.

Ranked 3rd in Newsweeks 2022 "Americas Most Trustworthy Companies" publication