运营代表
Operations Representative
Zelh 是一家快速发展的、充满激情的外包公司
我们的使命是通过提供并保持一致的高质量服务，成为最可靠的公司
我们通过与客户、员工和供应商建立长期关系来实现这一目标。个人关注、及时沟通和对所有人的尊重是我们业务理念的基础！
职位概述：
运营代表负责管理日常运输执行，并作为客户代理客户的前线联系人。该职位通过与承运商、内部团队和客户协调，解决服务问题，提供主动沟通并维护准确的运输记录，确保货物顺畅运输。运营代表在运营效率与客户服务卓越之间取得平衡，在确保客户满意度和长期账户成功方面发挥关键作用。该职位执行常规任务的同时，扩展概念知识，发展技能集和专业知识以胜任更高层次的工作
主要职责
运输执行与监控
• 管理客户运输的日常执行，包括装载和安排预约
• 跟踪和追踪运输，将里程碑更新到 TMS 中，以确保内部团队和客户的可见性
• 确保所有运输文件（提货单、签收单、附加费用）准确无误并按时上传
• 在取货后 12 小时内将未发现或有风险的运输上报给承运商销售部门
客户沟通与服务
• 作为运输级别的更新主联系人，提供及时准确的信息
• 主动通知客户延误、异常情况及解决方案
• 快速响应客户查询和请求，确保以客户为中心的体验
• 协助客户经理执行客户标准操作流程并满足服务水平协议
问题解决与升级
• 在发生漏载、延迟或服务故障时协调运输恢复
• 在发现问题后 15 分钟内升级服务事件，并持续提供状态更新直至解决
• 与内部团队合作，确保纠正措施计划得以执行
准确性、合规性与报告
• 在 TMS 中维护准确的运输记录，确保数据完整性和及时更新
• 验证定价、合同和路线指南是否符合客户要求
• 向客户提供报告和运输摘要
查看英文原文
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 load building and scheduling appointments
• 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.
Workingconditions:
· Working schedule: Monday - Friday08:00-17:00 EST
- Remote mode of work
- 10+ business days of paid time off
- Team building and corporate events
- Equipment provided
- A supportive team
Requirements
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.
Highlights
Operations
US Logistics
Brokerage
Originally posted on Himalayas