Dispatch & Account Support Representative

Forward Air Services • Dallas, TX

4d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees