Key Responsibilities Customer & Account Support Enter, update, and maintain accurate customer order information in the TMS and customer portals Support customer communication by providing shipment updates, appointment confirmations, tracking details, and issue awareness Monitor customer requirements and help ensure expectations are met across pickup, transit, delivery, and documentation Escalate service risk, delays, missed appointments, OS&D concerns, or customer-impacting issues with urgency Carrier Communication, Capacity Support & Booking Freight Learn how to source, communicate with, and book carrier capacity under the guidance of Account Managers, Carrier Sales, Operations, or leadership Perform carrier check calls and maintain accurate pickup, transit, and delivery updates Communicate with carriers regarding appointment times, status updates, delays, paperwork, and load-level requirements Support Carrier Sales and Operations by helping keep carrier communication clean, timely, and documented Help resolve basic shipment issues professionally and escalate when additional support is needed Learning Customer Quoting & Operational Execution Learn how customer freight is quoted, priced, and reviewed while supporting spot quote opportunities under guidance Coordinate scheduling, rescheduling, and facility communication as needed Maintain clear load notes, system updates, and handoffs for internal visibility Support accurate documentation so loads are ready for accounting and back-office processing Assist with reporting, email monitoring, portal updates, and other daily operational needs Team Support & Process Discipline Work closely with Account Managers, Carrier Sales, Accounting, Operations, and leadership to keep loads set up for success Follow established SOPs, escalation paths, and communication expectations while building brokerage knowledge Support coverage plans, overflow work, special projects, and other operational tasks as business needs require Demonstrate reliability, ownership, and a willingness to learn all areas of brokerage execution Qualifications & Skillsets Live HYWAY Traits of Reliable, Invested, Responsive, Adaptable, Passionate, and Innovative High sense of urgency with the ability to re-prioritize in a fast-paced environment Strong attention to detail, organization, follow-through, and communication habits Positive, team-first mindset with the ability to build trust with customers, carriers, and internal teammates Comfortable learning transportation systems, customer portals, Microsoft tools, and operating workflows Willingness to learn carrier sourcing, booking freight, customer quoting, shipment tracking, and operational problem-solving Strong listening, written, verbal, and problem-solving skills Transportation, logistics, customer service, or operational support experience preferred but not required Success Measures Accurate load entry, tracking updates, documentation, and customer portal activity Timely communication with customers, carriers, and internal stakeholders Consistent adoption of HYWAY processes, escalation expectations, and operating discipline Progression in learning carrier communication, booking freight, and customer quoting fundamentals Strong support of Account Managers, Carrier Sales, Operations, and back-office teams Continued growth in brokerage knowledge, execution discipline, confidence, and ownership HYWAY Transportation is an Equal Opportunity Employer Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.