Brokerage Carrier Operations Specialist -… at Forward Air · Chicago

Brokerage Carrier Operations Specialist - 2nd Shift

Location: Chicago, IL, United States

Brokerage Carrier Operations Specialist

Compensation: $70,000 - 80,000 Annually

Shift: 2nd Shift (3:00 PM-11:00 PM)

The Brokerage Carrier Operations Specialist is responsible for securing carrier capacity, recovering service exceptions, and ensuring seamless transportation execution during critical evening operating hours. This role serves as the primary operational liaison between carrier partners, stations, customer-facing teams, and internal stakeholders. They proactively manage open freight opportunities, address carrier-related disruptions, and maintain shipment visibility to support service commitments. This role plays a critical part in ensuring freight moves efficiently and customer expectations are consistently met.

Responsibilities

• Manage and secure carrier capacity for all remaining open loads prior to the end of the business day, ensuring timely and cost-effective coverage.
• Proactively identify, manage, and recover late, at-risk, or bounced loads to minimize service disruptions and protect customer commitments.
• Serve as the primary evening point of contact for stations, account teams, customers, and facilities regarding critical shipment activity.
• Source, qualify, and engage carrier partners to support transportation coverage needs and market demands.
• Negotiate transactional freight rates while balancing capacity availability, service expectations, and profitability objectives.
• Verify carrier compliance requirements and ensure adherence to company policies and transportation standards.
• Monitor active shipments throughout the shift and maintain accurate load status visibility within transportation management systems.
• Coordinate pickup and delivery appointments and communicate schedule changes to appropriate stakeholders.
• Investigate and resolve shipment exceptions, delays, service failures, and other transportation challenges with urgency and professionalism.
• Maintain continuous communication with carrier dispatchers, drivers, stations, and internal partners to facilitate successful freight movement.
• Collaborate closely with first-shift operations, account management, and support teams to ensure effective handoffs and continuity of service.
• Document carrier interactions, load activity, issue resolution efforts, and operational updates in designated systems.
• Support customer service objectives by providing timely shipment updates and managing escalations when necessary.
• Contribute to process improvement initiatives that enhance carrier performance, operational efficiency, and customer satisfaction.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Transportation, or a related field preferred; equivalent industry experience may be considered.
• Certification/Licensure: No certification required; transportation and logistics industry certifications are a plus.
• One to two years of experience in freight brokerage, carrier sales, transportation operations, logistics coordination, or a related field preferred.
• Demonstrated ability to negotiate rates, secure carrier capacity, and build productive carrier relationships.
• Strong verbal and written communication skills with the ability to effectively interact with internal stakeholders, customers, carriers, drivers, and dispatch personnel.
• Proven problem-solving skills with the ability to make sound decisions in time-sensitive and high-pressure situations.
• Ability to manage multiple priorities simultaneously while maintaining accuracy, organization, and attention to detail.
• Strong sense of urgency, accountability, and ownership in a fast-paced operational environment.
• Experience utilizing transportation management systems (TMS), load boards, shipment tracking tools, and other logistics technology platforms preferred.
• Flexibility to work a scheduled second-shift schedule and support business needs during critical operational periods.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.

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