Job Description

Job Summary

The Enterprise Sales Operations Representative plays a critical supporting role within BlueGrace Group's Enterprise Operations team. This is a high-volume, task-based position focused on the day-to-day execution of shipment operations for large enterprise customer accounts. The Enterprise Sales Operations Representative is responsible for ensuring shipments are built accurately, appointments are scheduled and confirmed, freight is tracked proactively, and any transaction-level issues are resolved quickly and correctly. This individual serves as a frontline point of contact for customer service inquiries and works closely with account managers and internal teams. Success in this role requires strong attention to detail, the ability to manage a high volume of tasks simultaneously, excellent communication skills, and a service-first mindset. This is an ideal entry point for individuals looking to build a career in logistics and freight operations.

Duties and Responsibilities

Customer Service

• Serve as a primary point of contact for enterprise customer inquiries related to active shipments, including status updates, exceptions, and documentation requests.
• Respond to inbound customer communications via phone, email, and portal within established service level agreements (SLAs).
• Communicate proactively with customers regarding shipment delays, exceptions, or carrier issues, providing accurate ETAs and resolution timelines.
• Maintain a professional, service-focused tone in all customer interactions consistent with BlueGrace's standards of excellence.

Load Building & Shipment Entry

• Build and enter shipment orders accurately in the TMS based on customer-provided data, EDI feeds, or portal submissions.
• Verify shipment details including origin, destination, commodity, weight, dimensions, accessorial charges, and special instructions prior to tendering.
• Ensure all load information meets customer and carrier requirements before dispatch, flagging discrepancies for resolution.
• Process high volumes of daily shipment entries with accuracy and efficiency, meeting productivity benchmarks set by operations leadership.

Appointment Scheduling

• Schedule and confirm pickup and delivery appointments with carriers, shippers, and consignees in accordance with customer requirements.
• Manage appointment windows within customer portals, carrier systems, and internal TMS; update records in real time.
• Proactively reschedule appointments when delays, capacity changes, or customer requests require adjustments.
• Coordinate with carriers to ensure appointment adherence and escalate missed or at-risk appointments to the account management team.

Tracking & Visibility

• Monitor active shipment status throughout the freight lifecycle from pickup through delivery, using TMS, carrier portals, and tracking tools.
• Identify and escalate exceptions including late pickups, missed appointments, in-transit delays, and delivery failures in a timely manner.
• Update shipment milestones and status notes in the TMS to maintain accurate, real-time visibility for account managers and customers.
• Generate and distribute tracking reports and exception summaries as required by customer accounts or internal leadership.

Document Retrieval & Management

• Retrieve and distribute shipment documents including Bills of Lading (BOLs), proof of delivery (PODs), carrier invoices, and rate confirmations.
• Request outstanding documents from carriers and ensure timely receipt to support billing, claims, and customer audits.
• Organize and maintain accurate document records within the TMS and any applicable customer or internal document management systems.

Transaction-Level Adjustments

• Process shipment-level corrections and updates including address changes, weight and dimension adjustments, accessorial additions, and reference number updates.
• Identify and resolve billing discrepancies, duplicate charges, and data entry errors in coordination with the billing and operations teams.
• Execute routine carrier rate adjustments and accessorial approvals within defined authorization thresholds.
• Document all transaction adjustments with appropriate notes and supporting detail in the TMS for audit and reporting purposes.

Qualifications

• 1–2 years of experience in logistics, freight operations, customer service, or a related field preferred; entry-level candidates with strong attention to detail and work ethic will be considered.
• Familiarity with transportation management systems (TMS), carrier portals, or logistics software a plus.
• Strong data entry skills with a high degree of accuracy in a high-volume environment.
• Excellent verbal and written communication skills; ability to interact professionally with customers, carriers, and internal teammates.
• Highly organized with the ability to manage multiple open tasks simultaneously without sacrificing quality or accuracy.
• Comfortable working in a fast-paced, deadline-driven environment with shifting priorities throughout the day.
• Proficient in Microsoft Office Suite, particularly Excel and Outlook.
• Team-oriented, dependable, committed to delivering a best-in-class customer experience.
• High school diploma or GED required; Associate's or Bachelor's degree in Business, Supply Chain, or a related field a plus.