Operations Representative

Zelh, a fast-growing outsourcing company dedicated to providing consistently high-quality services, is seeking an Operations Representative. This role is the frontline point of contact for clients’ brokerage customers, managing day-to-day shipment execution and ensuring freight moves seamlessly. You will coordinate with carriers, internal teams, and clients to resolve service issues, provide proactive communication, and maintain accurate shipment records. The Operations Representative balances operational efficiency with customer service excellence, playing a vital role in client satisfaction and long-term account success.

About Zelh

Our mission at Zelh is to be the most reliable company by offering and maintaining consistently high-quality services. We achieve this by fostering long-term relationships with customers, employees, and vendors, based on personal attention, timely communication, and respect for all people.

Position Overview

This role involves managing day-to-day shipment execution and serving as the primary point of contact for clients’ brokerage customers. You will expand conceptual knowledge and develop skill sets for the next level while performing routine assignments.

Key Responsibilities

Shipment Execution & Monitoring

• Manage daily execution of customer shipments including rating, routing, booking, and tendering.
• Track and trace shipments, updating milestones in the TMS for visibility.
• Ensure all shipment documentation (BOL, POD, accessorials) is accurate and uploaded on time.
• Escalate uncovered or at-risk loads to Carrier Sales within 12 hours of pickup.

Customer Communication & Service

• Serve as the primary point of contact for shipment-level updates, providing timely and accurate information.
• Proactively notify customers of delays, exceptions, and resolution plans.
• Respond quickly to client inquiries and requests, ensuring a customer-first experience.
• Support Account Managers in executing customer SOPs and meeting service-level agreements.

Issue Resolution & Escalation

• Coordinate load recovery in the event of a fall-off, delay, or service failure.
• Escalate service incidents within 15 minutes of identification and provide ongoing status updates until resolved.
• Partner with internal teams to ensure corrective action plans are executed.

Accuracy, Compliance & Reporting

• Maintain accurate shipment records in the TMS, ensuring data integrity and timely updates.
• Validate rating, contracts, and routing guides for compliance with customer requirements.
• Provide reporting and shipment summaries to customers or internal stakeholders as requested.
• Support claims and billing discrepancy resolution within defined SLAs.

Working Conditions

• Working Schedule: Monday - Friday, 08:00-17:00 EST.
• Mode of Work: Remote.
• Paid Time Off: 10+ business days.
• Additional Benefits: Team building and corporate events, equipment provided, supportive team environment.

Requirements

Required Skills & Experience

• 1–3 years of experience in logistics, freight brokerage, or transportation operations preferred.
• Bachelor’s degree in Business, Supply Chain, or related field preferred (or equivalent work experience).
• Strong communication skills with the ability to provide professional customer service.
• Proficiency with TMS platforms and Microsoft Office Suite (Excel, Outlook, Word).
• Knowledge of LTL, truckload, and multimodal freight solutions preferred.
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment.

Competencies & Behavioral Expectations

• Customer Service Orientation: Builds trust through quick responses and clear communication.
• Attention to Detail: Ensures accuracy and completeness of shipment records and documents.
• Problem Solving: Proactively resolves service issues and escalates appropriately.
• Collaboration: Works seamlessly with carrier sales, account management, and leadership.
• Adaptability: Thrives in a dynamic, high-volume environment with shifting priorities.
• Accountability: Takes ownership of daily execution tasks and customer service commitments.