Client Operations Planner

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.

• 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

• 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