Operations Representative, Brokerage
Odyssey Logistics & Technology Corporation, Kennesaw, GA, United States
Join Odyssey Logistics
Odyssey Logistics, a global multimodal logistics leader delivering end-to-end 4PL solutions across Intermodal, Integrated Marine Logistics, Transport & Warehousing, and Managed Services. We operate as one teamcombining deep operational expertise, advanced technology, and data-driven insight to solve complex supply chain challenges for some of the world's most dynamic customers. At Odyssey, accountability, innovation, and continuous improvement drive how we work. We prioritize safety, sustainability, and responsible growth while building long-term partnerships and measurable results. We offer competitive benefits, including comprehensive health coverage, HSA contributions, a matching 401(k), and programs that support your well-being and long-term successwithin a culture where your impact is meaningful and your career can grow. Summary of the Role:
The Operations Representative is responsible for managing day-to-day shipment execution and serving as the frontline point of contact for Odyssey's brokerage customers. 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 skills 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. Required Skills & Experience
13 years of experience in logistics, freight brokerage, or transportation operations preferred Bachelor's degree in Business, Supply Chain, or related field preferred (or equivalent work experience). Strong communication skills with the ability to provide professional customer service. Proficiency with TMS platforms and Microsoft Office Suite (Excel, Outlook, Word). Knowledge of LTL, truckload, and multimodal freight solutions preferred. Strong organizational skills and ability to manage competing priorities in a fast-paced environment. Competencies & Behavioral Expectations
Builds trust with customers by responding quickly and communicating clearly. Attention to Detail Ensures shipment records, documents, and updates are accurate and complete. Resolves service issues proactively and escalates appropriately. Works seamlessly with carrier sales, account management, and leadership. Thrives in a dynamic, high-volume environment with shifting priorities. Takes ownership of daily execution tasks and customer service commitments This job description provides a general overview of the expectations and basic duties of the job and is not a comprehensive list of all duties and responsibilities. The company will assign additional duties and tasks that it deems necessary to meet the requirements of the position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Odyssey Logistics, a global multimodal logistics leader delivering end-to-end 4PL solutions across Intermodal, Integrated Marine Logistics, Transport & Warehousing, and Managed Services. We operate as one teamcombining deep operational expertise, advanced technology, and data-driven insight to solve complex supply chain challenges for some of the world's most dynamic customers. At Odyssey, accountability, innovation, and continuous improvement drive how we work. We prioritize safety, sustainability, and responsible growth while building long-term partnerships and measurable results. We offer competitive benefits, including comprehensive health coverage, HSA contributions, a matching 401(k), and programs that support your well-being and long-term successwithin a culture where your impact is meaningful and your career can grow. Summary of the Role:
The Operations Representative is responsible for managing day-to-day shipment execution and serving as the frontline point of contact for Odyssey's brokerage customers. 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 skills 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. Required Skills & Experience
13 years of experience in logistics, freight brokerage, or transportation operations preferred Bachelor's degree in Business, Supply Chain, or related field preferred (or equivalent work experience). Strong communication skills with the ability to provide professional customer service. Proficiency with TMS platforms and Microsoft Office Suite (Excel, Outlook, Word). Knowledge of LTL, truckload, and multimodal freight solutions preferred. Strong organizational skills and ability to manage competing priorities in a fast-paced environment. Competencies & Behavioral Expectations
Builds trust with customers by responding quickly and communicating clearly. Attention to Detail Ensures shipment records, documents, and updates are accurate and complete. Resolves service issues proactively and escalates appropriately. Works seamlessly with carrier sales, account management, and leadership. Thrives in a dynamic, high-volume environment with shifting priorities. Takes ownership of daily execution tasks and customer service commitments This job description provides a general overview of the expectations and basic duties of the job and is not a comprehensive list of all duties and responsibilities. The company will assign additional duties and tasks that it deems necessary to meet the requirements of the position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.