Zelh is a fast-growing, passionate outsourcing company.
Our mission is to be the most reliable company by offering and maintaining high-quality services consistently.
We achieve the 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!
We are looking for a highly organized and detail-oriented Customer Operations Representative to support daily shipment coordination, customer communication, and operational execution across domestic and international freight movements.
This role sits at the center of customer operations. You will be responsible for ensuring shipments are accurately built in the TMS, proactively monitored, clearly communicated, and fully updated from pickup through final delivery.
Success in this role comes from consistency, urgency, communication discipline, and operational ownership.
This is not a passive support role. The right person proactively follows up, identifies risks before escalation, communicates clearly with customers and brokers, and keeps freight moving without gaps in visibility.
Role in one line
A logistics operations professional responsible for shipment building, tracking coordination, proactive customer updates, and operational communication across domestic and international freight movements.
What you will do:
Load Building & Shipment Setup
Review incoming Delivery Orders (DOs) and identify shipment requirements
Build and enter shipments accurately into the TMS
Confirm shipment setup completion via email:
Reply “received, thank you”
Add 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
Load Coverage & Shipment Monitoring
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
Late pickups or deliveries
Customer Communication & Updates
Provide proactive shipment visibility and operational updates throughout the shipment lifecycle.
Daily Customer Updates
Send daily ETA updates to customers for pickup and delivery appointments
Include truck location details when shipments are already loaded
Example:
“Truck is currently in Houston, TX with ETA to delivery at 09:00 AM”
Pickup & Delivery Notifications
Notify customers immediately upon:
Driver arrival at shipper
Driver arrival at receiver
Driver departure from shipper
Driver departure from receiver
Include exact arrival and departure times in updates
Detention & Delay Communication
Notify customers when detention begins for OTR shipments (after 2 hours onsite)
Alert brokers immediately regarding:
Late pickups
Late deliveries
Missed appointments
Service risks
Assist with determining next operational steps:
Customer communication
Carrier replacement
Recovery truck coordination
Import & Export Shipment 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
Delivery updates
Monitor and communicate:
Container loading schedules
Delivery schedules
Port or terminal delays
Operational exceptions
Send final delivery documentation, charges, and PODs upon shipment completion
Requirements
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
The strongest Customer Operations Representatives:
Stay ahead of problems before customers ask questions
Communicate proactively rather than reactively
Maintain extremely high attention to shipment details
Keep customers consistently informed without being prompted
Escalate issues early and clearly
Remain calm during high-volume operational situations
Understand that responsiveness and visibility directly impact customer trust
Treat every shipment as time-sensitive and customer-critical
Working conditions:
Work schedule: Monday-Friday, 8 am - 5 pm CST
A supportive team
Competitive Salary in USD
Remote eligibility
10+ business days of paid time off
Equipment provided
Join our team and become an integral part of our mission to provide reliable and efficient freight transportation solutions to our customers.
Highlights
Brokerage
Customer Operations
Drayage
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