Domestic Forwarding Agent II

Watchpoint Logistics•Burlingame, CA

2d•Hybrid

About The Position

Domestic Forwarding Agents work directly with carriers to manage and execute the daily shipping of freight for our customers. They are responsible for assigning carriers to loads, maintaining the accuracy of shipment information, tracking and tracing of loads, and problem resolution. Forwarding Agents thrive in a fast-paced environment and use their strong communication skills to develop and grow relationships with our carriers. This is a hybrid position, must be able to reliably commute to our Burlingame, CA office three days a week.

Requirements

Proficient use of computer systems and applications (e.g. MS Office, TMS) as trained/required.
Makes the best use of available time and resources.
Takes personal responsibility for the quality and timeliness of work.
Consistently exhibits flexibility in resolving customer problems in a timely manner.
Exercises good judgment in resolving general disputes or problems.
Able to communicate effectively and collaborate with team members to achieve common goals.
Sees opportunities to supports other team members.
Able to express ideas and information clearly, concisely, and accurately both verbally and in writing.
Demonstrates active listening and seeks to understand others perspectives.
Approaches problems with a solution focused mindset and uses judgment to resolve issues.
Assists with finding root cause and implements process improvements.
Demonstrates accuracy, thoroughness, and efficiency.
Plans and organizes work, manages time well, handles multiple tasks simultaneously, and completes initiatives with minimal errors.
Meets productivity goals set by management.

Nice To Haves

High school diploma and one year of experience in a domestic freight forwarder role

Responsibilities

Monitor shipments from pickup through delivery, ensuring timely milestone updates and accurate shipment documentation.
Proactively track and trace shipments, identify service exceptions, and communicate shipment status to customers, carriers, and internal stakeholders.
Procure qualified carriers for routine shipments while meeting customer service requirements and company profitability objectives.
Enter and maintain accurate shipment records, financials, notes, and documentation within the transportation management system (TMS).
Provide timely and accurate shipment information to carriers.
Proactively update customer service agents and address questions regarding shipment status.
Navigate CRM and TMS to locate facility addresses, contact details and organization charts to route the customer or vendor to the proper CSR or department.
Maintain department productivity, service, and quality standards while managing multiple shipments and competing priorities.
Resolve routine shipment delays, service failures, and operational issues independently, escalating complex issues as appropriate.
Collaborate with internal team members and other departments to ensure seamless shipment execution.
Ensure compliance with company standard operating procedures (SOPs), customer requirements, and transportation regulations.