Logistics Coordinator - 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!

Position Overview :

The Operations Representative is responsible for managing day-to-day shipment execution and serving as the frontline point of contact for clients’ brokerage customers. This role ensures freight moves seamlessly by coordinating 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 ensuring client satisfaction and long-term account success. This role performs routine assignments while expanding conceptual knowledge, developing skills sets and expertise for the next level.

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 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.

Working conditions:

Working schedule: Monday - Friday 08:00-17:00 EST

Remote mode of work

10+ business days of paid time off

Team building and corporate events

Equipment provided

A supportive team

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 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.