Category: Logistics & Transport Coordination | Complexity: High

Version: 1.0 | Last Updated: July 2026

Roles Involved

Client/Company Representative, Freight Forwarder Operations Coordinator (this role), Preferred/Alternative Carrier, TMS (AI-assisted quotation and routing).

Purpose

Capture a complete, accurate shipment order from first client contact through TMS submission and confirmation, covering both Next Flight Out (NFO) and ground freight services for high-stake shipments, while protecting against incomplete documentation, DG compliance gaps, and unaffordable quotes derailing the order.

Scope

Applies from initial client inquiry (call, text, chat, or email) through job order submission in the TMS and final confirmation sent to the client. Covers standard cargo and Dangerous Goods (DG) shipments.

Tools Used

TMS for order creation, AI-assisted quotation/prediction, and flight booking. CRM for storing client information and order history. Notion or spreadsheet for data entry and notes. Twilio for text, chat, phone calls, and dispatching. Zendesk for email and document attachments.

Process Steps

Phase 1: Initial Contact

1. Client/Company initiates contact via text, chat, email, or phone call to inquire about a delivery, either NFO (Next Flight Out) or ground freight services, for a high-stake shipment.
2. Answer or reply in a warm, professional voice and represent yourself accordingly.
3. Ask for the client/company's name, contact number, email and the nature of their concern or request.
4. Add the client's information into the CRM with their consent, so they can be addressed properly and considered for further services going forward.

Phase 2: Shipment Details Collection

1. Address the client by name and collect full shipment details:
   • Commodity type
   • Piece count
   • Length, Width, Height
   • Weight
   • Preferred carrier
   • Special instructions
   • Hazmat type
   • Pickup location
   • Pickup date & time
   • Pickup point of contact (POC)
   • Final delivery location
   • Consignee
   • Delivery date & time
   • Shipper/client documents: Commercial Invoice, Packing List, Dangerous Goods Declaration (DGD)

Phase 3: Confirmation & Compliance Check