[Hiring] Customer Operations Representative @Zelh

Role Description

Zelh is 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.

• Ensure 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 line: A logistics operations professional responsible for shipment building, tracking coordination, proactive customer updates, and operational communication across domestic and international freight movements.

Qualifications

• Previous logistics, freight operations, customer operations, dispatch, or transportation coordination experience preferred.
• Strong attention to detail and ability to manage multiple shipments simultaneously.
• Excellent organizational and follow-up skills.
• Strong written and verbal English communication skills.
• Ability to provide clear, professional customer updates throughout the day.
• Comfortable working in fast-paced transportation and logistics environments.
• Ability to identify operational issues proactively and escalate appropriately.
• Experience working with TMS systems and shipment tracking tools preferred.
• Strong sense of urgency and accountability.
• Ability to work independently in a remote environment.

Requirements

• Load Building & Shipment Setup
  • Review incoming Delivery Orders (DOs) and identify shipment requirements.
  • Build and enter shipments accurately into the TMS.
  • Confirm shipment setup completion via email:
    • Reply “received, thank you”.
    • Add PO#, BKG#, or MBOL# into the email subject line as required.
    • CC tracking teams and operational stakeholders appropriately.
  • Ensure shipment data accuracy before operational execution begins.
• Load Coverage & Shipment Monitoring
  • Confirm all shipments are fully covered prior to scheduled pickup times.
  • Escalate uncovered shipments to brokers at least 2 hours before pickup time.
  • Monitor shipment progress and communicate operational delays proactively.
  • Coordinate with internal teams regarding:
    • Recovery trucks.
    • Carrier replacement.
    • Service interruptions.
    • Late pickups or deliveries.
• Customer Communication & Updates
  • Provide proactive shipment visibility and operational updates throughout the shipment lifecycle.
  • Daily Customer Updates
    • Send daily ETA updates to customers for pickup and delivery appointments.
    • Include truck location details when shipments are already loaded.
  • Pickup & Delivery Notifications
    • Notify customers immediately upon:
      • Driver arrival at shipper.
      • Driver arrival at receiver.
      • Driver departure from shipper.
      • Driver departure from receiver.
    • Include exact arrival and departure times in updates.
  • Detention & Delay Communication
    • Notify customers when detention begins for OTR shipments (after 2 hours onsite).
    • Alert brokers immediately regarding:
      • Late pickups.
      • Late deliveries.
      • Missed appointments.
      • Service risks.
    • Assist with determining next operational steps:
      • Customer communication.
      • Carrier replacement.
      • Recovery truck coordination.
  • Import & Export Shipment Coordination
    • Maintain and update shipment tracking charts for import and export freight.
    • Update customer tracking sheets with:
      • Appointments.
      • Container pull status.
      • Container numbers.
      • Holds or customs-related issues.
      • Delivery updates.
    • Monitor and communicate:
      • Container loading schedules.
      • Delivery schedules.
      • Port or terminal delays.
      • Operational exceptions.
    • Send final delivery documentation, charges, and PODs upon shipment completion.

Benefits

• Work schedule: Monday-Friday, 8 am - 5 pm CST.
• A supportive team.
• Competitive Salary in USD.
• Remote eligibility.
• 10+ business days of paid time off.
• Equipment provided.