Client Operations Planner

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'