Senior Agent Operations Specialist - Challenger (Cambridge)

Role Summary:

The Agent Operations Specialist is responsible for supporting the day-to-day operational success of our independent freight agents. This role handles a wide range of functions, including order entry, track and trace, customer/carrier communication, and issue resolution.

Hours of Work:
Monday to Friday, 8:00am-4:30pm

Work Arrangement:
On-site

Position Type:
Non-Union

Employment Status:
Permanent

Compensation:
Salary Range: $65,000 - $70,000 + applicable commissions and incentives

Work Location & Environment:
300 Maple Grove Road, Cambridge ON; Office environment

Key Accountabilities:

Order Management

• Enter and update loads accurately in TMW.
• Confirm pickup and delivery details and ensure all shipment data is complete and accurate.
• Monitor shipments and update status changes as needed.

Customer Service Support

• Act as a day-to-day extension of the agent's team by communicating with their customers as needed.
• Provide proactive updates, respond to customer inquiries, and resolve service issues with professionalism.
• Escalate urgent issues to the agent or appropriate internal team.

Carrier Procurement & Relationship Management

• Utilize resources like load boards and existing carrier base to source capacity, negotiate rates and manage carrier relationships
• Assign carriers to booked loads and send rate confirmations
• Confirm carrier credentials and compliance with company requirements.

Documentation & Compliance

• Ensure all customer and carrier documentation is collected, uploaded, and maintained accurately.
• Track accessorial charges, PODs, and ensure billing readiness.
• Support agents in maintaining compliance with internal procedures and industry regulations.

Systems & Reporting

• Utilize internal systems (TMS, Synergize, etc.) to track, manage, and document shipments.
• Generate reports or provide load updates when requested by agents or customers.

Back Up Agent Support and Logistics

• Provide coverage for Agent Support and Carrier Set Up when required

Qualifications

Experience:

• 3 years’ prior work experience in a freight brokerage with truckload and drayage operations
• Working knowledge of port and rail drayage: appointments, chassis, last free day, per diem/demurrage, pre-pulls, UIIA/SCAC, and how accessorial charges are earned and billed
• Proven short-notice carrier sourcing across regions, including flatbed and OOG
• Experience using and updating TMS and Excel/Google Sheets

Skills & Competencies

• Demonstrated ability to collaborate effectively and independently with individuals at various levels is required
• Strong computer skills
• Ability to work independently on projects
• Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy environment to meet tight deadlines
• Strong verbal communication skills, relationship building and interpersonal skills
• Active listening
• Professional writing, editing and proofreading skills
• Strong customer service focus
• Ability to exercise tact and judgment in managing a diversity of internal and external contacts
• Proactive attitude and takes initiative
• Well-organized, enthusiastic, creative, professional and a positive team member