Sr. Operations Agent

About the role

This client-facing role provides the highest-level customer experience through the processing of import shipments, including commercial and contractor cargo. The Sr. Operations Agent rates quotes, makes vendor decisions, and manages invoice amounts and profit margins. Responsibilities include creating SOPs, coordinating and tracking domestic and/or international shipments, and optimizing operational and financial outcomes.

Responsibilities

• Prioritize, schedule, and route shipments for transportation throughout the U.S., including spot bidding and GFM knowledge for Government clients, if applicable.
• Oversee shipment lifecycle management, ensuring accuracy of operational data while focusing on exception handling, issue resolution, and decision-making.
• Schedule and arrange pickups and deliveries; book space with carriers.
• Negotiate rates with trucking companies, carriers, and cartage agents.
• Complete required documentation and prepare quotations for ICAT clients.
• Track and trace freight, provide estimated times of arrival, and verify piece counts.
• Gather proof of deliveries and enter them into the operating system.
• Request and enter vendor costs into each shipment and prepare invoices within ICAT policy time frames.
• Maintain accurate and updated information in the TMS (operating platform), including tracking notes, service issues, and vendor issues.
• Ensure compliance with all industry and ICAT requirements.
• Exercise independent judgment in selecting vendors, establishing pricing, and determining shipment execution strategy, including authority to deviate from standard options to optimize customer outcomes and profitability.
• Evaluate multiple operational and financial variables (e.g., cost, service level, transit time, customer requirements) to make non-routine decisions impacting business outcomes.
• Design, implement, and refine standard operating procedures and workflows to improve efficiency, scalability, and margin performance.
• Accountable for shipment-level financial performance, including cost control, pricing accuracy, and margin optimization.
• Collaborate with management and the team to establish plans for meeting short- and long-term goals.
• Assist Key Account Managers and station leadership in building and maintaining strong relationships with customers and vendors.
• Join sales calls with key accounts to cultivate relationships.
• Work with vendors to negotiate rates, handle discrepancies, and resolve service issues.
• Actively participate in team meetings and contribute ideas for team growth and development.
• Demonstrate leadership through actions, communication, and mentoring.
• May be required to work after hours on call as determined by management.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience.
• 4+ years of transportation and/or freight forwarding experience.
• Working knowledge of spot quotes, creating and routing LTL, TL, and expedited ground services.
• Expertise in NMFC and density rating.
• Hands-on ability with rating and routing freight.
• Industry experience with spot quotes, partial TL, and volume LTL.
• Understanding of major carriers, including those serving Canada and Mexico.
• Proven track record of building relationships and gaining credibility with customers and vendors.
• Advanced knowledge of operating government freight; experience with the USTRANSCOM program a plus.
• Knowledge of FMC, IMCO, ITA, TSA, C-TPAT, HAZMAT, and US Customs Border Protection (CBP).
• Functional knowledge of international regulations and compliance procedures in air/ocean freight.
• Experience asking for spot rates with trucking companies, carriers, and overseas partners at the file level.
• Knowledge of international and domestic geography, including countries and major cities.
• Intermediate skills with Microsoft Office products.

Skills

• Excels in meeting deadlines and demonstrates superior time management skills.
• Natural ability to multi-task in a fast-paced work setting with strong attention to detail.
• Proven analytical and problem-solving skills in a logistics environment.
• Ability to work in a time-sensitive environment.
• Desire and drive to learn and grow.
• Highly motivated team player with an outgoing and positive work attitude.
• Well organized, able to plan and effectively set priorities for implementation.
• Ability to be flexible as priorities shift.
• Demonstrated ability to work in a client-centric environment.
• Ability to relate to and successfully interact across a variety of settings and work well with a diverse workforce.
• Outstanding communication skills—excellent verbal and written with an emphasis on listening.
• Understanding and responsive to situations requiring a sense of urgency.
• Consistent in follow-up and follow-through.
• Credible with a high level of personal integrity.
• Adaptive to ICAT’s core values.

Physical Demands and Work Environment

• Most work is performed indoors in an office setting.
• Flexible approach to work due to clients’ needs and project support requirements.
• Regularly use hands to type, handle, or feel.
• Required to use close, distance, color, and peripheral vision, depth perception, and ability to focus.
• Must have clear, easy-to-understand oral communication ability.
• Ability to push, pull, lift, carry, or maneuver weights up to 20 pounds.
• Ability to sit for prolonged periods; may occasionally need to stoop, climb, or squat.

Supervisory Responsibilities

No direct supervisory responsibilities, but may provide mentoring.

Pay

$72,080 - $84,800 per year.

Location

Can be remote; preference is onsite in Elkridge, MD.