Customer Operations Representative

About this role

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 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.