Coordinator, North American Operations; Hrly

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express, EFW is backed by Estes Express Lines’ extensive line haul network, offering a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

• 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

The Coordinator, North American Operations, reports directly to the Leader, North American Operations. The Coordinator is responsible for evaluating pricing and transportation options to provide exceptional customer service while supporting the North American Operations Department and its domestic clients.

• Use company training and experience to determine the most efficient, cost‑effective, and time‑sensitive process for providing the requested Estes Forwarding Service.
• EVALUATE multiple options regarding transportation, including pricing, timing, availability, volume, and other factors, with frequent direction from management when appropriate.
• Interpret and implement standardized management policies and operate company practices when arranging transportation with vendors and clients.
• Serve as the front‑line communicator for customer and vendor disputes. Handle complaints and resolve them using exceptional customer service to preserve customer satisfaction, vendor relationships, and company reputation.
• Effectively manage multiple tasks and work under pressure to meet deadlines.
• Proactively identify shipments at risk of service failure and take control of shipments to ensure on time delivery.
• Develop and maintain a positive working relationship with service providers.
• Work flexible hours and various shifts.
• Research all possible routings via airlines, line‑haul, pick‑up/delivery, scheduling, and geographic servicing to utilize the most efficient and cost‑effective routes.
• Document all shipments with detailed trace notes and accurate data entry. Complete additional shipping documents as required and thoroughly document all information for every shipment, including special customer requests, documentation of agent specials, assignment of special authorization numbers, ship tracing information, and OS&D information. Maintain accurate TSA and DOT documents, including those for the movement of Dangerous Goods.
• Maintain on‑time service integrity with a goal of 100% on time and continually monitor and update shipments as defined by EFW Forwarding Services management policies.
• Be available for a 24‑hour on‑call rotation when requested by management.
• Communicate promptly and effectively any issues that jeopardize shipments with internal customers, external customers, and service providers. Escalate issues to management when appropriate.
• Ensure 100% compliance with all TSA regulations regarding 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.

• Intermediate proficiency in Microsoft Office, internet, web‑based and job‑specific software applications.
• Proficiently complete air and ground shipping documents both electronically and manually.
• Work outside of normal business hours to meet deadlines when necessary and as directed by management.
• Maintain a strong work ethic, positive demeanor, and cooperative, friendly…