Operations Representative

Zelh is a fast-growing, passionate outsourcing company.

Our mission is to be the most reliable company by offering and maintaining consistently high-quality services.

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!

Shipment Execution & Monitoring

• Manage daily execution of customer shipments including load building and scheduling appointments

• Track and trace shipments, updating milestones in the TMS to ensure visibility for internal teams and clients.

• 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.

• 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.

Customer Service Orientation

• Builds trust with customers by responding quickly and communicating clearly.

Attention to Detail

• Ensures shipment records, documents, and updates are accurate and complete.

Problem Solving

• Resolves service issues proactively 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.