Customer Operations Representative

About Zelh

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!

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
• Send daily ETA updates to customers for pickup and delivery appointments
• Include truck location details when shipments are already loaded (e.g., “Truck is currently in Houston, TX with ETA to delivery at 09:00 AM”)
• 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
• 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