Customer Operations Representative

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.

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

1. Previous logistics, freight operations, customer operations, dispatch, or transportation coordination experience preferred

2. Strong attention to detail and ability to manage multiple shipments simultaneously

3. Excellent organizational and follow-up skills

4. Strong written and verbal English communication skills

5. Ability to provide clear, professional customer updates throughout the day

6. Comfortable working in fast-paced transportation and logistics environments

7. Ability to identify operational issues proactively and escalate appropriately

8. Experience working with TMS systems and shipment tracking tools preferred

9. Strong sense of urgency and accountability

10. 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.