Operations Representative

Overview:

The Operations Representative is responsible for managing day-to-day shipment execution and serving as the frontline point of contact. 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 skill sets, and expertise for the next level.

Key Responsibilities:

Shipment Execution & Monitoring

• Manage daily execution of customer shipments, including rating, routing, booking, and tendering.

• 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.