About the job
Join zelh as an Operations Representative, where you will play a crucial role in ensuring the smooth execution of daily shipments. This position serves as the primary liaison for our clients’ brokerage customers, coordinating with carriers, internal teams, and clients to swiftly resolve service issues and maintain accurate shipment documentation. You will contribute significantly to operational efficiency while providing exceptional customer service, ultimately driving client satisfaction and fostering long-term relationships. This role offers an excellent opportunity for professional growth as you develop your skills and expand your knowledge in logistics.
Key Responsibilities
Shipment Execution & Monitoring
• Oversee the daily management of customer shipments, including rating, routing, booking, and tendering.
• Monitor shipments closely, updating milestones in the TMS for visibility to all stakeholders.
• Ensure the accuracy and timely upload of all shipment documentation (BOL, POD, accessorials).
• Proactively escalate uncovered or at-risk loads to Carrier Sales within 12 hours of pickup.
Customer Communication & Service
• Act as the primary point of contact for clients, delivering timely and accurate shipment-level updates.
• Proactively inform customers about delays, exceptions, and resolution strategies.
• Respond promptly to client inquiries, ensuring a customer-centric experience.
• Collaborate with Account Managers to implement customer SOPs and meet service-level agreements.
Issue Resolution & Escalation
• Coordinate load recovery in instances of delays or service failures.
• Escalate service incidents within 15 minutes of identification, providing continuous status updates until resolution.
• Collaborate with internal teams to ensure effective corrective action plans are executed.
Accuracy, Compliance & Reporting
• Maintain compliance and accuracy in all operational aspects while preparing regular reports.