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 elevate 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.





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.

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.

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.

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 rapid-paced, service-focused environment.

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

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📌 Carrier Sales (Manitoba)
🏢 ALS Recruiting
📍 Manitoba