Operations Specialist

Integrity Express Logistics•Toronto, ON

18d•Onsite

About The Position

The Operations Specialist- International provides operational support in our Toronto office while serving as a key liaison between brokers, carriers, and internal departments. This role ensures smooth day-to-day operations, supports broker execution, and maintains strong partnerships across IEL’s network. The Operations Specialist- International is responsible for carrier setup and verification and resolving carrier and internal inquiries. This position plays a critical role in maintaining compliance, minimizing risk, and delivering a high level of service to both internal and external partners. This role reports to the Operations Support Supervisor.

Requirements

High School diploma or GED
Ability to work under pressure and meet deadlines while maintaining a professional attitude
Strong customer service and communication skills (written and verbal)
Ability to work effectively in a fast-paced, team environment
Operational familiarity and hands-on experience with Microsoft Office
Minimum one year’s experience of data entry and customer service experience
Foundational understanding of FMCSA and Department of Transportation regulations
Experience in handling high-volume calls or requests
Ability to follow procedures and appropriately escalate issues

Nice To Haves

Transportation or logistics experience
Familiarity with transportation management systems (TMS/PCS)

Responsibilities

Broker Support & Operational Guidance Serve as an on-site resource for brokers, providing real-time support on operational processes, system usage, and load management best practices
Assist brokers with load building, documentation, and system navigation to ensure compliance with IEL standards and reduce operational errors
Conduct informal board reviews for newer brokers, identifying gaps (e.g., missing BOLs, unreleased loads) and communicating feedback with the broker and their manager
Support sales and operations teams with day-to-day execution and issue resolution
Carrier & Customer Operations Process requests to add, unlock, and verify carriers in a timely manner
Review external verification tools (e.g., Highway, Carrier Assure) to ensure carriers meet IEL requirements
Act as a liaison between carriers and internal departments (Sales, Accounting, Claims) to resolve load-related questions and issues
Respond to carrier inquiries via phone and email while maintaining strong relationships
Ensure timely follow-up and resolution of carrier, and internal issues
Maintain detailed tracking of inquiries and statuses
Training & Onboarding Support Support new hire onboarding by coordinating training logistics, setting up workstations, and ensuring readiness
Reinforce IEL processes and expectations through hands-on coaching and follow-up support
Partner with training teams to ensure brokers understand operational procedures and systems
Office Operations & Culture Act as a point of contact for general office needs, including coordinating team events and supporting a positive office environment
Collaborate with Operations leadership and support teams to ensure consistency across locations
Promote adherence to IEL’s operational standards and the “IEL Way”
Cross-Functional Support Provide overflow support to business operations teams, including Carrier Relations, Accounting, and Carrier Services requests
Assist with carrier setup verifications and documentation when teams are at capacity
Support general office administration and additional operational tasks as needed
Identify opportunities to improve processes and provide feedback to leadership