Job Description
Description
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!
Our client is a technology-enabled logistics provider that acts as the transportation arm for their customers’ businesses. They use advanced technology to electronically receive order details, then optimize, source, plan, execute, track, and report on freight operations. By partnering with vetted asset carriers, they deliver superior on-time performance, enhanced visibility, and cost savings compared to traditional freight brokerage models.
Position overview:
The Client Operations Planner is the customer-facing operator at the front line of the company’s day-to-day freight execution.
Each planner manages a dedicated portfolio of enterprise customers, serving as the primary coordinator and point of contact
for all operational needs — from appointment scheduling and carrier rating to load tendering, optimization, and exception
management.
This role operates at the intersection of customers, carriers, and the broader team. The Operations Planner is the
intermediary who transforms customer freight requirements into executed shipments — and who builds the relationships,
institutional knowledge, and process discipline that define the client experience.
Key responsibilities:
Primary Coordination
Serve as the primary coordinator of enterprise customer freight across TL, LTL, IMDL, and Volume LTL shipments modes
Execute appointment coordination, carrier rating, route guide adherence, and load tendering for all assigned accounts
Identify and action load optimization opportunities — combining orders where applicable to improve cost efficiency
Monitor open freight reports and tendering queues daily; proactively resolve loads before issues escalate
Manage the full load lifecycle in MercuryGate TMS from order integration through final booking confirmation
Customer Shipper & Receiver Communication
Develop working relationships with recurring origin and destination facilities for each assigned account
Understand each facility’s appointment-making process, key contacts, site limitations, and regular carrier assets
Request and confirm pickup and delivery appointments via phone, email, and receiver portals
Maintain accurate contact details and operating hours within the TMS at the location level
Escalate transit time or appointment mismatches to the Sr. Manager of Planning and Account Manager
Client Service & Communication
Act as the first recipient of incoming client emails; provide prompt, polite, and accurate responses
Handle common client requests including rate inquiries, invoice questions, ETA requests, and exception management
Coordinate LTL rate shops using the TMS rate tool; direct clients to self-service rate shop where applicable
Manage refused pallet situations (LTL) and truckload rejections — obtain pictures, assess cause, coordinate resolution
Route non-planner requests to the appropriate party: escalations to Sr. Manager / SCSM, tracking to support
Operational Improvement
- Identify and report operational inefficiencies to the appropriate stakeholder (SCSM if client-driven, CSR if carrier-driven,
Sr. Manager (process-driven)
Document continuous challenges and data gaps — including truckload and intermodal misses — for further assessment
Contribute to scalable process improvements by identifying automation opportunities and building reusable templates
Maintain knowledge of each client’s freight profile, carrier relationships, key contacts, and operational workflows
Customer Education
Provide best practices and continuous education to customers through day-to-day communications
Surface broader education opportunities to Strategic Customer Success Managers for stakeholder-level discussion
Operate with the standard: ‘The best customer service is when the customer doesn’t need to call you — it just works’
Requirements
1-3+ years of experience in freight brokerage, logistics coordination, or transportation operations
Working knowledge of truckload (TL), LTL, and intermodal freight operations
Strong communication skills — written and verbal — with the ability to manage multiple client relationships simultaneously
Proficiency in Microsoft Office Suite (Outlook, Excel, Word)
Ability to work in a fast-paced, deadline-driven environment with a high degree of accuracy
Strong problem-solving instincts — comfortable operating with ambiguity and driving toward resolution
High attention to detail; ability to manage multiple open loads and priorities without dropping the ball
Preferred
Experience with a Transportation Management System (TMS) — MercuryGate experience is a strong plus
Familiarity with carrier rate structures, spot market dynamics, and route guide management
Experience coordinating appointments across shipper and receiver networks
Exposure to load optimization, multi-stop planning, or intermodal lane management
Track record of delivering results in a client-facing logistics role
Working conditions:
Working schedule: Monday - Friday, 8-5 PM EST
Work mode - remote
Competitive Salary in USD
10+ business days of paid time off
Equipment provided
A supportive team
Remote eligibility
Join our team and become an integral part of our mission to provide reliable and efficient freight transportation solutions to our customers.
