Customer Operations Representative

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 lineA 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 SetupReview incoming Delivery Orders (DOs) and identify shipment requirementsBuild and enter shipments accurately into the TMSConfirm shipment setup completion via email:Reply “received, thank you”Add PO#, BKG#, or MBOL# into the email subject line as requiredCC tracking teams and operational stakeholders appropriatelyEnsure shipment data accuracy before operational execution beginsLoad Coverage & Shipment MonitoringConfirm all shipments are fully covered prior to scheduled pickup timesEscalate uncovered shipments to brokers at least 2 hours before pickup timeMonitor shipment progress and communicate operational delays proactivelyCoordinate with internal teams regarding:Recovery trucksCarrier replacementService interruptionsLate pickups or deliveriesCustomer Communication & UpdatesProvide proactive shipment visibility and operational updates throughout the shipment lifecycle.Daily Customer UpdatesSend daily ETA updates to customers for pickup and delivery appointmentsInclude truck location details when shipments are already loadedExample:“Truck is currently in Houston, TX with ETA to delivery at 09:00 AM”Pickup & Delivery NotificationsNotify customers immediately upon:Driver arrival at shipperDriver arrival at receiverDriver departure from shipperDriver departure from receiverInclude exact arrival and departure times in updatesDetention & Delay CommunicationNotify customers when detention begins for OTR shipments (after 2 hours onsite)Alert brokers immediately regarding:Late pickupsLate deliveriesMissed appointmentsService risksAssist with determining next operational steps:Customer communicationCarrier replacementRecovery truck coordinationImport & Export Shipment CoordinationMaintain and update shipment tracking charts for import and export freightUpdate customer tracking sheets with:AppointmentsContainer pull statusContainer numbersHolds or customs-related issuesDelivery updatesMonitor and communicate:Container loading schedulesDelivery schedulesPort or terminal delaysOperational exceptionsSend final delivery documentation, charges, and PODs upon shipment completionRequirementsPrevious logistics, freight operations, customer operations, dispatch, or transportation coordination experience preferredStrong attention to detail and ability to manage multiple shipments simultaneouslyExcellent organizational and follow-up skillsStrong written and verbal English communication skillsAbility to provide clear, professional customer updates throughout the dayComfortable working in fast-paced transportation and logistics environmentsAbility to identify operational issues proactively and escalate appropriatelyExperience working with TMS systems and shipment tracking tools preferredStrong sense of urgency and accountabilityAbility to work independently in a remote environmentThe strongest Customer Operations Representatives:Stay ahead of problems before customers ask questionsCommunicate proactively rather than reactivelyMaintain extremely high attention to shipment detailsKeep customers consistently informed without being promptedEscalate issues early and clearlyRemain calm during high-volume operational situationsUnderstand that responsiveness and visibility directly impact customer trustTreat every shipment as time-sensitive and customer-criticalWorking conditions:Work schedule: Monday-Friday, 8 am - 5 pm CSTA supportive teamCompetitive Salary in USD Remote eligibility10+ business days of paid time offEquipment providedJoin our team and become an integral part of our mission to provide reliable and efficient freight tran