Operations Specialist

The Operations Specialist- International provides operational support in our Toronto office while serving as a key liaison between brokers, carriers, and internal departments. This role ensures smooth day-to-day operations, supports broker execution, and maintains strong partnerships across IEL’s network.
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.

US Based Employees - At IEL, we are committed to providing equal employment opportunities for all persons, regardless of age, ancestry, color, religious creed (including religious dress or grooming practice), family and medical care leave status, disability (mental and physical) including HIV and AIDS, marital status, medical condition (including cancer and genetic characteristics), genetic information, military status, protected veteran status, status as a victim of domestic violence or stalking, familiar status, national origin, race, sex, pregnancy, childbirth, breastfeeding or related medical condition, gender identity or expression, sexual orientation and or any other category protected by law.