Customer Operations Representative
Job description
A logistics operations role supporting daily shipment coordination, customer communication, and operational execution across domestic and international freight movements. The representative builds shipments in the TMS, monitors coverage and progress, and provides proactive customer updates from pickup through final delivery.
At a glance
- Work mode
- Remote
- Languages
- English
What you'll do
- Review incoming Delivery Orders (DOs) and identify shipment requirements
- Build and enter shipments accurately into the TMS
- Confirm shipment setup completion via email, replying "received, thank you" and adding PO#, BKG#, or MBOL# into the email subject line as required
- CC tracking teams and operational stakeholders appropriately
- Ensure shipment data accuracy before operational execution begins
- Confirm all shipments are fully covered prior to scheduled pickup times
- Escalate uncovered shipments to brokers at least 2 hours before pickup time
- Monitor shipment progress and communicate operational delays proactively
- Coordinate with internal teams regarding recovery trucks, carrier replacement, service interruptions, and late pickups or deliveries
- Send daily ETA updates to customers for pickup and delivery appointments, including truck location details when shipments are loaded
- Notify customers immediately upon driver arrival at shipper, arrival at receiver, departure from shipper, and departure from receiver, including exact arrival and departure times
- Notify customers when detention begins for OTR shipments (after 2 hours onsite)
- Alert brokers immediately regarding late pickups, late deliveries, missed appointments, and service risks
- Assist with determining next operational steps: customer communication, carrier replacement, recovery truck coordination
- Maintain and update shipment tracking charts for import and export freight
- Update customer tracking sheets with appointments, container pull status, container numbers, holds or customs-related issues, and delivery updates
- Monitor and communicate container loading schedules, delivery schedules, port or terminal delays, and operational exceptions
- Send final delivery documentation, charges, and PODs upon shipment completion
What we're looking for
- Previous logistics, freight operations, customer operations, dispatch, or transportation coordination experience preferred
- Strong attention to detail and ability to manage multiple shipments simultaneously
- Excellent organizational and follow-up skills
- Strong written and verbal English communication skills
- Ability to provide clear, professional customer updates throughout the day
- Comfortable working in fast-paced transportation and logistics environments
- Ability to identify operational issues proactively and escalate appropriately
- Experience working with TMS systems and shipment tracking tools preferred
- Strong sense of urgency and accountability
- Ability to work independently in a remote environment
Your team
Customer Operations
Benefits
- A supportive team
- Competitive Salary in USD
- Remote eligibility
- 10+ business days of paid time off
- Equipment provided
Apply
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About Zelh
A fast-growing, passionate outsourcing company
Zelh is a fast-growing, passionate outsourcing company. We achieve our mission by fostering long-term relationships with customers, employees, and vendors. Personal attention, timely communication, and respect for all people are the basis of our business philosophy!
Mission
To be the most reliable company by offering and maintaining high-quality services consistently.
Key facts
- Outsourcing
- Provides reliable and efficient freight transportation solutions to customers
What they value
- Personal attention
- Timely communication
- Respect for all people