Position Description: Ready for Your Next Move?
If you are ready to take ownership of more complex freight operations, strengthen customer and carrier relationships, and become a trusted resource for your team, we would like to hear from you.
Custom Complete, the brokerage division of The Custom Companies, specializes in managed transportation services and customized less-than-truckload (LTL) solutions. We build lasting relationships with customers and carriers by bringing resourcefulness, personal attention, and operational follow-through to every shipment.
About the Opportunity
You have learned how freight moves—and how quickly a missed pickup, delivery delay, or documentation error can change the day. Now you are ready to take greater ownership, handle more complex situations, and become someone customers and colleagues count on for answers.
As a Senior Operations Representative, you will oversee the daily movement of customer freight from pickup through final delivery. You will coordinate with LTL carriers and agents, anticipate service issues, resolve shipment exceptions, and keep customers informed with clear, timely communication.
This opportunity is well suited to a transportation professional ready to build on a solid operational foundation. You will use your judgment to solve problems independently, serve as a knowledgeable resource for teammates, and help improve how we deliver service. Success requires curiosity, accountability, and the persistence to see an issue through to resolution.
What You Will Do
Manage LTL Shipment Operations
- Coordinate daily LTL shipments from pickup through final delivery, ensuring customer requirements, carrier requirements, and special instructions are understood and addressed.
- Work directly with carriers, agents, terminals, drivers, and customers to confirm pickups, monitor freight movement, and coordinate deliveries.
- Track and trace shipments, identify potential disruptions, and take timely action to protect service commitments.
- Maintain accurate shipment records and document operational activity, communications, and follow-up actions.
Resolve Exceptions and Protect Customer Service
- Address missed pickups, transit delays, overages, shortages and damages (OS&D), reconsignments, returns, refused freight, and delivery appointment issues.
- Investigate service problems, evaluate practical solutions, and coordinate corrective action with the appropriate parties.
- Communicate shipment status, delays, next steps, and resolution progress directly to customers.
- Recognize when an issue requires additional support or approval and escalate it with clear facts and recommended next steps.
Ensure Shipment Accuracy
- Review bills of lading (BOLs), carrier tracking numbers (PROs), accessorial charges, shipment weights, freight classes, and other shipment details for accuracy.
- Identify discrepancies and coordinate corrections to help prevent avoidable delays, additional charges, and customer concerns.
- Ensure shipment instructions and documentation support accurate handling and delivery.
Support the Team and Improve Operations
- Serve as a senior resource for colleagues by assisting with escalated shipment issues, troubleshooting, and practical problem-solving.
- Help train team members and share knowledge of LTL processes, carrier requirements, and effective customer communication.
- Identify recurring service problems and recommend improvements to workflows, carrier coordination, and shipment visibility.
- Look for opportunities to improve efficiency, reduce avoidable transportation costs, and strengthen the customer experience.
What We Are Looking For
- Three to five years of relevant experience in LTL transportation, freight brokerage, logistics operations, transportation account management, or transportation customer service preferred, with demonstrated readiness for greater responsibility.
- Bachelor's degree (BS/BA) preferred, with a high school diploma or GED required.
- Previous experience coordinating high-volume shipments or managing complex transportation accounts strongly preferred.
- Strong working knowledge of LTL shipment processes, brokerage operations, carrier and terminal networks, and shipment lifecycle management. Full and partial truckload experience is also valuable.
- Familiarity with bills of lading, PRO numbers, freight classification, accessorial charges, delivery appointments, and overages, shortages and damages (OS&D).
- Experience tracking shipments and resolving service exceptions through direct communication with carriers and customers.
- Sound judgment and the ability to identify potential service issues, evaluate practical solutions, and take ownership through resolution, escalating appropriately when additional support or approval is needed.
- Strong organizational skills with the ability to prioritize multiple shipments, customers, deadlines, and changing needs in a fast-paced, time-sensitive environment.
- Clear, professional written and verbal communication, including the ability to explain shipment issues, solutions, and next steps calmly under pressure.
- A strong customer-service mindset supported by urgency, accountability, attention to detail, and consistent follow-through.
- Ability to build productive relationships with customers, carriers, agents, and internal departments.
- A collaborative approach and readiness to serve as a resource for colleagues, assist with escalated issues, share operational knowledge, and contribute to process improvements. Experience training or coaching teammates is especially valuable.
- Experience using a Transportation Management System (TMS) and carrier portals preferred.
- Proficiency with Microsoft Outlook, Excel, Word, and other Windows-based applications.
What We Offer
We take care of our people the way they take care of our customers. Our benefits and rewards are designed to support your health, family, and future.
- Comprehensive benefits—medical, dental, vision, and life insurance; details on coverage and shared costs are reviewed during the interview process. Benefits are offered as a shared-cost program to balance affordability with sustainable, high-quality coverage.
- 401(k) with company match to help you plan for long-term financial security
- Paid vacation and holidays—including your birthday!
- Supplemental insurance options such as disability, voluntary life, and legal coverage
- Employee recognition and referral incentives that reward performance and teamwork
- Career growth and training opportunities for those who want to learn and advance
- Proudly 100% Veteran-owned, built on respect, reliability, and shared success
Equal Employment Opportunity Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to creating an inclusive workplace that respects and celebrates the diverse backgrounds, perspectives, and talents of all employees.
Compensation details: 60000-70000 Yearly Salary
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