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, perdiem/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
- Robust computer skills
- Ability to work independently on projects
- Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy workplace 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

📌 Senior Agent Operations Specialist (Cambridge)
🏢 Fastfrate Group
📍 Cambridge