Job Description

Customer Operations Coordinator

Department: Customer Success

Employment Type: Permanent - Full Time

Location: London

We're hiring a data-driven, customer-obsessed superstar to join our UK CS team!
If you love turning insights into action, thrive on process optimisation and want to work at the heart of freight innovation, we'd love to hear from you.
Help us elevate our customers' experience through sharp analysis, seamless execution and true partnership.

Key Responsibilities

Customer Operational Requirements + Consistency

• Ensure all customer requirements are understood and translated into the SOP
  • Origin booking requirements
  • Intake requirements
  • Warehouse / DC requirements
  • Consolidation requirements
  • SLAs (Dwell, response time, etc…)
  • [Action opportunities to standardise customer SLA requirements]
• Work with Solutions Team to build requirements into platform Workflows for FOPs
• Ensure FOPs are empowered and enabled with customer requirements
• Monitor requirements vs. KPIs on Thoughtspot dashboards and identify and implement process improvements to enhance efficiency and customer sentiment
• Drive weekly calls with customers to playback progress of optimisations initiatives & triage escalations. (Shipment review related calls will be owned by FOPs)
• Supporting the onboarding of new customers (SOPs, SLAs, POAs etc)
• Own enablement of operational aspects of “TO-BE process flows”
• Identify customer characteristics to map against operational opportunities. For
  example;
  ○ Lots of LCL → Consolidation
  ○ Uncontrolled Freight → IncoTerm Switching
  ○ Lots of D&D → Intake Process
  ○ 6+ Container Per BL → Reduction
  ○ Sub 70% fill rates

Requirements

Soft Skills

• Strong Communication & Interpersonal Skills: Excellent verbal and written
• communication, active listening, and the ability to build and maintain strong
• relationships with customers.
• Problem-Solving & Analytical Skills: Ability to analyse data, identify root causes of
• issues, and develop and implement effective solutions.
• Collaboration & Teamwork: Ability to work effectively with cross-functional teams
• (e.g., Solutions, Operations).
• Customer Focus: A strong customer-centric approach with a focus on exceeding
• customer expectations.
• Proactive & Results-Oriented: A proactive and results-driven approach with a strong
• desire to improve operational efficiency and customer satisfaction.

Technical & Competency Skills

• Systems Proficiency: Proficiency in Google Suite (Docs, Sheets, Slides), the company's
• internal platform, and data visualisation tools like Thoughtspot.
• Data Analysis: Ability to analyse data and draw meaningful insights.
• Logistics Knowledge: Basic understanding of logistics principles and operations (e.g.,
• Incoterms, transportation modes)