Role Overview:

The Operations Support - Brokerage arranges and manages customer freight through qualified third-party carriers. The role coordinates the shipment lifecycle from load tender and carrier selection through delivery, documentation, and billing support. Acting as a key link among customers, carriers, and internal teams, the coordinator protects service, margin, compliance, and data accuracy while responding quickly to operational issues.

Key Responsibilities

Shipment Planning & Execution

- Review customer orders and shipment requirements, including equipment, appointment, service, routing, and special handling needs.
- Source, negotiate, and secure suitable third-party carrier capacity in line with service requirements and approved margin expectations.
- Tender loads, confirm pick-up and delivery appointments, and communicate complete shipment instructions to carriers.
- Monitor shipments from dispatch through delivery and take timely action on delays, missed appointments, breakdowns, or other disruptions.
- Coordinate recovery plans and escalate service risks to the appropriate leader and customer contact when required.

Customer Service & Account Support

- Serve as a primary operational contact for assigned customers and provide accurate, timely shipment updates.
- Respond to customer inquiries, changes, and service concerns with urgency, professionalism, and clear follow-through.
- Understand customer-specific procedures, key performance indicators, routing guides, and communication expectations.
- Support customer retention and growth by consistently delivering dependable service and identifying improvement opportunities.





Carrier Relations & Compliance

- Develop and maintain a dependable network of partner carriers through fair negotiation and professional communication.
- Use only approved carriers and confirm required insurance, authority, safety, and compliance documentation is current before dispatch.
- Communicate service expectations clearly and monitor carrier performance, reliability, communication, and documentation quality.
- Report carrier incidents, cargo claims, service failures, or compliance concerns promptly and support follow-up investigations.

Pricing, Margin & Cost Control

- Obtain and document carrier rates, compare available options, and select capacity that balances cost, service, and risk.
- Follow approval requirements for rates, accessorial charges, and loads that fall outside established pricing or margin expectations.
- Identify detention, layover, redelivery, lumper, cancellation, or other accessorial costs and obtain supporting documentation and approval.

Systems, Documentation & Billing Support

- Enter and maintain complete, accurate, and timely shipment information in the Transportation Management System (TMS).
- Maintain records of quotes, tenders, rate confirmations, appointments, tracking notes, proof of delivery, and accessorial approvals.




- Review shipment files for completeness and work with customers, carriers, and Accounting to resolve documentation or invoicing issues.
- Follow established procedures for fraud prevention, carrier identity verification, cargo security, and protection of confidential information.

Team Collaboration

- Communicate open issues, service risks, and load status clearly during shift changes and operational handoffs.
- Work closely with Logistics Brokers, Client Success, Tracking and Tracing, Accounting, Claims, Safety, and other internal teams.
- Contribute to process improvements, service reviews, and achievement of departmental performance targets.

Qualifications & Competencies

- Previous experience in transportation, logistics, dispatch, customer service, or a related role is preferred.
- Strong communication, organization, problem-solving, and time-management skills.
- Ability to manage multiple priorities and respond calmly to changing operational demands.
- High level of accuracy when entering data and maintaining shipment documentation.
- Proficiency with transportation management systems, Microsoft Office, email, and related business technology.
- Ability to work independently and collaboratively in a fast-paced, service-focused workplace.

Additional Expectations

- Follow all company policies, procedures, safety requirements, and standards of professional conduct.
- Protect confidential customer, carrier, driver, employee, pricing, and company information.

Perform other related duties as assigned to support changing business and operational needs

📌 Carrier Sales (Ontario)
🏢 ALS Recruiting
📍 Ontario