Customer Operations Coordinator

Zencargo; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Zencargo is seeking a Customer Operations Coordinator to enhance customer experience through data-driven insights and process optimization. This role involves ensuring that all operational aspects align with customer needs while collaborating with cross-functional teams. Join a transformative company at the forefront of freight innovation!

Qualifications

• Strong communication skills and ability to build strong relationships.
• Proactive and results-oriented approach.
• Basic understanding of logistics principles and operations.

Responsibilities

• Ensure customer requirements are translated into SOPs.
• Monitor requirements vs. KPIs and implement process improvements.
• Drive weekly calls with customers to review optimization progress.

Skills

Communication

Problem-Solving

Data Analysis

Collaboration

Customer Focus

Tools

Google Suite

Thoughtspot

Job description

Join to apply for the Customer Operations Coordinator role at Zencargo

Join to apply for the Customer Operations Coordinator role at Zencargo

Description

Department: Customer Success

Location: London

Description

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)

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Transportation, Logistics, Supply Chain and Storage

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