Operations Representative

Location: Tampa, FL

Position: Operations Representative (Ops Rep)

We are seeking a detail-oriented, proactive, and customer-focused Operations Representative to support one of our key accounts and ensure flawless execution of daily operations. This role is vital in maintaining customer satisfaction, process accuracy, and operational efficiency.

Key Responsibilities

Load Management & Execution

• Build and maintain shipments in our TMS with complete accuracy.
• Schedule pickup and delivery appointments with shippers and receivers via portals, phone calls, and emails.
• Track and trace all active shipments, ensuring timely and reliable updates.
• Proactively identify exceptions, delays, or service risks, and take immediate action to resolve them.
• Practice urgency, creativity, and problem-solving when addressing operational issues, both internally and externally.

Customer Communication & Service

• Communicate directly with customers, providing real-time tracking updates and shipment visibility.
• Serve as a dependable daily point of contact for a key customer account.
• Build and maintain strong relationships rooted in professionalism, responsiveness, and reliability.

Accessorials & Invoicing

• Request and document detention, TONU, layover, and other accessorials as needed.
• Manage special invoicing procedures, ensuring all documentation is accurate and submitted promptly.
• Resolve billing discrepancies or customer-specific requirements with precision.

Operational Support & Reporting

• Utilize Excel to support reporting, customer KPIs, and account performance metrics.
• Work across multiple platforms as needed to ensure data accuracy and customer compliance.
• Support account managers in meeting service expectations and improving operational processes.
• Maintain internal documentation and SOP compliance.

Required Qualifications

• Minimum 1 year of logistics, brokerage, transportation, or carrier operations experience.
• Strong understanding of the freight lifecycle (appointments, tracking, accessorials, billing).
• Experience with TMS platforms; Turvo experience is a plus.
• Proficiency in Excel (VLOOKUP, pivot tables, filters, accurate data entry).
• Excellent written and verbal communication skills.
• High attention to detail and the ability to manage high-volume workflows.
• Strong customer service skills with a problem-solving mindset.
• Ability to stay calm and effective in fast-paced, time-sensitive situations.
• Team player with a willingness to collaborate and continually learn.

Preferred Skills

• Experience supporting high-volume or key accounts.
• Understanding of carrier communication, driver updates, and appointment scheduling.
• Familiarity with accessorial processes and customer-specific SOPs.
• Ability to analyze load data and support reporting initiatives.

What an Ops Rep Needs to Succeed

• A proactive, ownership-driven mindset.
• Constant, clear communication with customers, carriers, and internal stakeholders.
• Ability to multitask without losing accuracy.
• Desire to improve processes and elevate the customer experience.
• Commitment to our core values: Transparency. Honesty. Service.
• Ability to think creatively when resolving issues under pressure.