Customer Operations Representative

About the role

We are seeking a proactive, detail-oriented, and service-driven Customer Operations Representative to join our team in Orlando. In this role, you will serve as the primary operational link between our sales teams, shippers, receivers, and enterprise customer contacts, driving flawless shipment execution and account growth.

Working in a dynamic, fast-paced freight brokerage environment, you will manage the daily lifecycle of customer freight-from order entry and appointment scheduling to proactive tracking, issue resolution, and post-delivery billing reconciliation. You will leverage your logistics and/or B2B customer service experience to build lasting account relationships, ensure contract compliance, and deliver operational excellence at every touchpoint.

Key Responsibilities

• Customer & Account Support: Act as the daily operational point of contact for assigned accounts; partner closely with Sales to maintain and grow customer relationships through reliable communication and proactive service.
• Order & Shipment Management: Accurately enter and build new load orders into proprietary Transportation Management Software (TMS) and ensure all shipment requirements, special handling notes, and accessorials are clearly documented.
• Facility & Appointment Scheduling: Coordinate directly with shippers, receivers, and warehouse facilities to schedule and confirm pickup and delivery appointments within customer transit windows.
• Tracking and SLA Compliance: Monitor transit milestones via internal TMS, macro-tracking platforms, and external customer portals; update portal milestones to fulfill account-specific KPIs and Service Level Agreements (SLAs).
• Exception Handling & Escalation: Identify transit delays, route disruptions, or facility hold-ups early; partner cross-functionally with Driver Services, Carrier Sales, and Escalations teams to resolve load-level issues to organize and communicate clear contingency plans to customers.
• Documentation & Billing Integrity: Collect, audit, and archive essential shipping documentation (Bills of Lading, Proof of Delivery, rate confirmations); resolve billing and credit discrepancies in partnership with the billing team and customer AP contacts.
• Process Standardization: Develop, maintain, and update account-specific Standard Operating Procedures (SOPs) to ensure operational consistency and seamless workflow execution across the team.

Required Qualifications

• 2-5 years of direct experience in customer service in a B2B environment. Bonus if experienced in freight brokerage operations, logistics coordination, transportation customer service,.
• Advanced organizational skills with the ability to balance multiple accounts, prioritize competing deadlines, and maintain meticulous data accuracy in a high-volume setting.
• Excellent written and verbal communication skills, including professional email correspondence and phone etiquette.
• Proficiency with modern office productivity tools, including Microsoft 365 (Word, Excel, Outlook, Teams).

Preferred Qualifications

• Bachelor's or Associate degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• Prior experience managing retail vendor compliance standards, strict delivery appointment windows.
• Strong analytical and problem-solving skills with a track record of successful resolution

Additional Information

All your information will be kept confidential according to EEO guidelines.