Job Description

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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