Coordinator, North American Operations (Hrly)

About the role

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder providing customized logistics and warehousing solutions via air, ground, and ocean freight. The Coordinator, North American Operations reports to the Leader, North American Operations and is responsible for evaluating pricing and transportation options to deliver exceptional customer service for domestic clients.

Responsibilities

• Evaluate multiple transportation options—including pricing, timing, availability, and volume—through internal and external supplier networks.
• Interpret and implement standardized management policies when arranging transportation with vendors and clients.
• Serve as the front‑line communicator for customer and vendor disputes, resolving complaints to preserve satisfaction and relationships.
• Use discretion to determine when issues should be escalated to management.
• Effectively manage multiple tasks under pressure to meet deadlines.
• Proactively identify shipments at risk of service failure and take corrective action to ensure on‑time delivery.
• Develop and maintain positive working relationships with service providers.
• Research all possible routings via airlines, line‑haul, pick‑up/delivery, scheduling, and geographic servicing to select the most efficient and cost‑effective routes.
• Document shipments with detailed trace notes, accurate data entry, and required shipping documents, including special customer requests, agent specials, authorization numbers, OS&D information, and TSA/DOT documentation for Dangerous Goods.
• Maintain on‑time service integrity with a goal of 100% on‑time delivery and continuously monitor shipments per EFW policies.
• Participate in a 24‑hour on‑call rotation as requested by management.
• Communicate promptly any issues that jeopardize shipments to internal customers, external customers, and service providers; escalate when appropriate.
• Ensure 100% compliance with TSA regulations, including the Indirect Air Carrier Standard Security Program and Shipper’s Security Endorsements.
• Utilize current and developing Internet tracking applications to update, communicate, and monitor shipment status.
• Comply with company C‑TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

• Minimum of an Associate’s degree (or equivalent) in a related field.
• 1–3 years of experience in transportation, logistics, or a related transportation business.
• Experience with Dangerous Goods/HAZ‑MAT certification desired (not required).
• None required for licenses or certifications.
• No travel required.

Skills

• Intermediate proficiency in Microsoft Office, internet, web‑based, and job‑specific software applications.
• Ability to complete air and ground shipping documents electronically and manually.
• Strong work ethic, positive demeanor, and cooperative attitude with customers and co‑workers.
• Professional appearance, attitude, and image with internal and external clients.
• Effective problem‑solving, interpersonal, written, and verbal communication skills.
• Ability to clearly convey short‑ and long‑term goals.
• Fluency in English (required for customer interactions).
• Commitment to 100% customer satisfaction and repeat business opportunities.
• Reliability in meeting all deadlines and maintaining regular attendance.
• Excellent time‑management and multitasking abilities.
• Exceptional organization and ability to work with cross‑functional groups.
• Analytical problem‑solving with ingenuity for standardized solutions.

Benefits

• Highly competitive pay.
• Paid vacation, sick time, and holidays.
• 401(k) plan with company match.
• Medical, dental, and vision insurance.
• Short‑ and long‑term disability plans.
• Life and accidental death & dismemberment insurance.
• Job referral bonus program.

Pay

Position Pay Range: $17.00–$19.00 per hour.

Schedule

• Flexible hours and various shifts.
• Work outside normal business hours as needed to meet deadlines.
• Availability for 24‑hour on‑call rotation when requested by management.

Supervision

Position functions with supervision and has no direct reports.

Physical Demands

Typical duties involve sitting at a desk or table, with intermittent standing, walking, or stooping. Reasonable accommodations may be made for individuals with disabilities.

Work Environment

Normal office setting. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential duties.