After-Hours Freight Brokerage Operations Representative
Department: Transportation / Brokerage Operations Reports To: Operations Manager / Head of Transportation Schedule: Evening and/or Weekend Shifts (as assigned) Location: On-site
Position Summary:
The After-Hours Freight Brokerage Operations Representative is responsible for ensuring uninterrupted service to customers and carriers during non-business hours. This position provides real-time load monitoring, issue resolution, and communication support during evenings, overnights, weekends, and holidays. The ideal candidate is resourceful, calm under pressure, and experienced in handling time-sensitive freight movements with minimal supervision.
Key Responsibilities:
Real-Time Shipment Monitoring:
o Monitor active shipments and ensure timely pickup and delivery.
o Proactively address delays, detention, missed appointments, and other service disruptions.
· Carrier & Driver Communication:
o Serve as the primary point of contact for drivers and carriers after regular business hours.
o Provide dispatch support, directions, appointment confirmations, and problem resolution.
Customer Support:
o Respond to urgent customer inquiries regarding in-transit loads, service issues, or scheduling adjustments.
o Escalate critical issues to the appropriate on-call personnel when necessary.
Load Management & Updates:
o Input and maintain accurate load status updates in the TMS
o Confirm deliveries, collect proof of delivery (POD), and document service events.
· Issue Resolution:
o Handle breakdowns, layovers, late arrivals, and accessorial approvals.
o Coordinate with customers, carriers, and internal teams to resolve any after-hours emergencies.
· Documentation & Handoffs:
o Ensure all updates, notes, and communications are logged clearly for next-shift handoff.
o Follow established SOPs and escalation procedures consistently.
Qualifications:
· 2+ years in a freight brokerage, dispatch, or carrier operations role
· Working knowledge of over-the-road trucking, ELD tracking, and common load board tools
· Familiarity with TMS platforms (Turvo, McLeod, DAT, etc.)
· Strong problem-solving skills with a calm, professional demeanor during high-stress situations
· Excellent written and verbal communication
· Ability to work independently with minimal supervision
· Flexible to work nights, weekends, and holidays
Preferred Skills:
· Experience in split model brokerage operations (carrier & customer support functions)
· Comfortable using tools like Highway, DAT, Truckstop, and GPS tracking platforms
· Basic understanding of accessorial, rate confirmations, and detention/layover handling
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