Client Operations Planner

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!Our client is a technology-enabled logistics provider that acts as the transportation arm for their customers' businesses. They use advanced technology to electronically receive order details, then optimize, source, plan, execute, track, and report on freight operations. By partnering with vetted asset carriers, they deliver superior on-time performance, enhanced visibility, and cost savings compared to traditional freight brokerage models.Position overview:The Client Operations Planner is the customer-facing operator at the front line of the company's day-to-day freight execution.Each planner manages a dedicated portfolio of enterprise customers, serving as the primary coordinator and point of contactfor all operational needs — from appointment scheduling and carrier rating to load tendering, optimization, and exceptionmanagement.This role operates at the intersection of customers, carriers, and the broader team. The Operations Planner is theintermediary who transforms customer freight requirements into executed shipments — and who builds the relationships,institutional knowledge, and process discipline that define the client experience.Key responsibilities: Primary CoordinationServe as the primary coordinator of enterprise customer freight across TL, LTL, IMDL, and Volume LTL shipments modesExecute appointment coordination, carrier rating, route guide adherence, and load tendering for all assigned accountsIdentify and action load optimization opportunities — combining orders where applicable to improve cost efficiencyMonitor open freight reports and tendering queues daily; proactively resolve loads before issues escalateManage the full load lifecycle in MercuryGate TMS from order integration through final booking confirmation Customer Shipper & Receiver CommunicationDevelop working relationships with recurring origin and destination facilities for each assigned accountUnderstand each facility's appointment-making process, key contacts, site limitations, and regular carrier assetsRequest and confirm pickup and delivery appointments via phone, email, and receiver portalsMaintain accurate contact details and operating hours within the TMS at the location levelEscalate transit time or appointment mismatches to the Sr. Manager of Planning and Account ManagerClient Service & CommunicationAct as the first recipient of incoming client emails; provide prompt, polite, and accurate responsesHandle common client requests including rate inquiries, invoice questions, ETA requests, and exception managementCoordinate LTL rate shops using the TMS rate tool; direct clients to self-service rate shop where applicableManage refused pallet situations (LTL) and truckload rejections — obtain pictures, assess cause, coordinate resolutionRoute non-planner requests to the appropriate party: escalations to Sr. Manager / SCSM, tracking to supportOperational ImprovementIdentify and report operational inefficiencies to the appropriate stakeholder (SCSM if client-driven, CSR if carrier-driven,Sr. Manager (process-driven)Document continuous challenges and data gaps — including truckload and intermodal misses — for further assessmentContribute to scalable process improvements by identifying automation opportunities and building reusable templatesMaintain knowledge of each client's freight profile, carrier relationships, key contacts, and operational workflowsCustomer EducationProvide best practices and continuous education to customers through day-to-day communicationsSurface broader education opportunities to Strategic Customer Success Managers for stakeholder-level discussionOperate with the standard: 'The best customer service is when the customer doesn't need to call you — it just works'Requirements1-3+ years of experience in freight brokerage, logistics coordination, or transportation operationsWorking knowledge of truckload (TL), LTL, and intermodal freight operationsStrong communication skills — written and verbal — with the ability to manage multiple client relationships simultaneouslyProficiency in Microsoft Office Suite (Outlook, Excel, Word)Ability to work in a fast-paced, deadline-driven environment with a high degree of accuracyStrong problem-solving instincts — comfortable operating with ambiguity and driving toward resolutionHigh attention to detail; ability to manage multiple open loads and priorities without dropping the ballPreferredExperience with a Transportation Management System (TMS) — MercuryGate experience is a strong plusFamiliarity with carrier rate structures, spot market dynamics, and route guide managementExperience coordinating app