Customer Operations Coordinator

at  Zencargo

DESCRIPTION

We seek a Customer Operations Coordinator to drive operational consistency, destination margin accretion and operational improvement opportunities.
Shifting from a reactive function to a proactive function.

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 sentimentSystems
• Google Suite, Platform, Thoughtspot
• 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)

REQUIREMENTS

• A minimum of 1 year working in a top freight forwarding or supply chain company in a customer service or account management function
• A customer-focused approach to solving problems
• A desire and motivation to build something innovative and disruptive
• Comfortable working with large volumes of data and reporting
• Happy to get into the weeds - we are a fast growing start-up and everyone has to pull together to deliver our vision
• Willingness to travel within the UK when required
• Experience of working in a start-up or SME is desirable, although not essential