The Operations Specialist- International is responsible for carrier setup and verification and resolving carrier and internal inquiries. This position plays a critical role in maintaining compliance, minimizing risk, and delivering a high level of service to both internal and external partners. This role reports to the Operations Support Supervisor.
Responsibilities:
Broker Support & Operational Guidance
- Serve as an on-site resource for brokers, providing real-time support on operational processes, system usage, and load management best practices
- Assist brokers with load building, documentation, and system navigation to ensure compliance with IEL standards and reduce operational errors
- Conduct informal board reviews for newer brokers, identifying gaps (e.g., missing BOLs, unreleased loads) and communicating feedback with the broker and their manager
- Support sales and operations teams with day-to-day execution and issue resolution
Carrier & Customer Operations
- Process requests to add, unlock, and verify carriers in a timely manner
- Review external verification tools (e.g., Highway, Carrier Assure) to ensure carriers meet IEL requirements
- Act as a liaison between carriers and internal departments (Sales, Accounting, Claims) to resolve load-related questions and issues
- Respond to carrier inquiries via phone and email while maintaining strong relationships
- Ensure timely follow-up and resolution of carrier, and internal issues
- Maintain detailed tracking of inquiries and statuses
Training & Onboarding Support
- Support new hire onboarding by coordinating training logistics, setting up workstations, and ensuring readiness
- Reinforce IEL processes and expectations through hands-on coaching and follow-up support
- Partner with training teams to ensure brokers understand operational procedures and systems
Office Operations & Culture
- Act as a point of contact for general office needs, including coordinating team events and supporting a positive office environment
- Collaborate with Operations leadership and support teams to ensure consistency across locations
- Promote adherence to IEL’s operational standards and the “IEL Way”
Cross-Functional Support
- Provide overflow support to business operations teams, including Carrier Relations, Accounting, and Carrier Services requests
- Assist with carrier setup verifications and documentation when teams are at capacity
- Support general office administration and additional operational tasks as needed
- Identify opportunities to improve processes and provide feedback to leadership
Requirements:
· High School diploma or GED
· Ability to work under pressure and meet deadlines while maintaining a professional attitude
· Strong customer service and communication skills (written and verbal)
· Ability to work effectively in a fast-paced, team environment
· Operational familiarity and hands-on experience with Microsoft Office
· Minimum one year’s experience of data entry and customer service experience
· Foundational understanding of FMCSA and Department of Transportation regulations
· Experience in handling high-volume calls or requests
· Ability to follow procedures and appropriately escalate issues
Preferred:
· Transportation or logistics experience
· Familiarity with transportation management systems (TMS/PCS)
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or call 1-888-374-5138 ext. 4.