Customer Operations Representative

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!

We are 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. You will be responsible for ensuring 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. What you will do:
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 Fastmore 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
Example:
“Truck is currently in Houston, TX with ETA to delivery at 09:00 AM”

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

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

The strongest Customer Operations Representatives:
Stay ahead of problems before customers ask questions

Communicate proactively rather than reactively

Maintain extremely high attention to shipment details

Keep customers consistently informed without being prompted

Escalate issues early and clearly

Remain calm during high-volume operational situations

Understand that responsiveness and visibility directly impact customer trust

Treat every shipment as time-sensitive and customer-critical

Working conditions:
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

Join our team and become an integral part of our mission to provide reliable and efficient freight transportation solutions to our customers.