Client Engagement Coordinator

Clarion Shipping Services L.L.C; Ernakulam; On-site; INR 480,000 - 720,000; Full time

Job summary

Clarion Shipping Services L.L.C. is seeking a Client Engagement Coordinator to ensure a seamless onboarding and ongoing operational experience for ecommerce clients. You will be the main contact across onboarding, WMS implementation, and daily operations, coordinating with internal teams and external providers to resolve issues promptly.

The role requires excellent communication, strong analytics, and the ability to manage multiple stakeholders while maintaining high customer satisfaction.

Qualifications

• Excellent verbal and written communication skills.
• Ability to manage multiple clients and priorities simultaneously.
• Strong problem solving and analytical skills.
• Excellent coordination and stakeholder management abilities.
• High attention to detail and organizational skills.

Responsibilities

• Act as the primary point of contact for clients through email, phone calls, WhatsApp, and online meetings.
• Build and maintain strong relationships with customers by providing timely updates and proactive communication.
• Monitor daily client communications and ensure all queries are responded to within agreed timelines.
• Identify operational issues and escalate them to the respective Account Leads or internal departments for resolution.
• Follow up on pending issues until closure and keep clients informed throughout the process.
• Conduct regular operational review calls with customers to discuss performance, challenges, and improvements.
• Lead the end-to-end onboarding process for new e-commerce clients.
• Configure and coordinate WMS onboarding activities with internal teams.
• Conduct customer training sessions on the WMS and customer portal, and operational processes.
• Prepare onboarding documentation, SOPs, user guides, and training materials if required.
• Ensure customers understand inbound, outbound, inventory management, returns, and reporting processes.
• Address customer questions and resolve operational concerns during onboarding phase.
• Serve as the main point of contact between clients and the WMS provider.
• Log, track, and follow up on support tickets with the WMS Account Manager.
• Coordinate system issue investigations and ensure timely resolution.
• Monitor recurring system issues and escalations.
• Test new system features and communicate updates to customers where required.
• Coordinate with courier partners and third‑party service providers regarding operational issues.
• Monitor vendor performance, turnaround times, and service quality.
• Escalate operational concerns and ensure corrective actions are implemented.
• Maintain strong working relationships with logistics partners and external stakeholders.
• Prepare weekly and monthly operational reports.
• Analyze operational data to identify trends, recurring issues, and improvement opportunities.
• Present findings and recommendations to leads.
• Investigate operational issues and coordinate with internal departments to resolve them efficiently.
• Ensure all customer complaints are documented, tracked, and closed within agreed timelines.
• Identify root causes of recurring operational problems and recommend corrective actions.
• Support process improvement initiatives to enhance customer experience and operational efficiency.

Skills

Client coordination

Stakeholder management

Analytical thinking

Problem solving

Organizational skills

Tools

Excel

PowerPoint

Reporting tools

Job description

Join Clarion Shipping Services, a 30-year global logistics leader with a strong presence across the Middle East, Africa, South East Asia, USA and UK, known for excellence in freight forwarding and liquid logistics. Job Summary: The Client Engagement Coordinator will be responsible for ensuring a seamless onboarding and operational experience for e-commerce fulfillment clients. This role serves as the primary point of contact for customers during onboarding and day-to-day operations, coordinating with internal teams and external system providers to resolve issues promptly. The position requires strong communication, analytical thinking, and the ability to manage multiple stakeholders while maintaining high customer satisfaction.

Key Responsibilities

1. Client Coordination & Customer Success

• Act as the primary point of contact for clients through email, phone calls, WhatsApp, and online meetings.
• Build and maintain strong relationships with customers by providing timely updates and proactive communication.
• Monitor daily client communications and ensure all queries are responded to within agreed timelines.
• Identify operational issues and elevate them to the respective Account Leads or internal departments for resolution.
• Follow up on pending issues until closure and keep clients informed throughout the process.
• Conduct regular operational review calls with customers to discuss performance, challenges, and improvements.

2. Client Onboarding & WMS Implementation

• Lead the end-to-end onboarding process for new e-commerce clients.
• Configure and coordinate WMS onboarding activities in collaboration with internal teams.
• Conduct customer training sessions on the WMS and customer portal, and operational processes.
• Prepare onboarding documentation, SOPs, user guides, and training materials if required.
• Ensure customers understand inbound, outbound, inventory management, returns, and reporting processes.
• Address customer questions and resolve operational concerns during the onboarding phase.

3. WMS Support & System Coordination

• Serve as the main point of contact between clients and the WMS provider.
• Log, track, and follow up on support tickets with the WMS Account Manager.
• Coordinate system issue investigations and ensure timely resolution.
• Monitor recurring system issues and escalations.
• Test new system features and communicate updates to customers where required.
• Coordinate with courier partners and third‑party service providers regarding operational issues.
• Monitor vendor performance, turnaround times, and service quality.
• Escalate operational concerns and ensure corrective actions are implemented.
• Maintain strong working relationships with logistics partners and external stakeholders.

5. Operational Performance & Reporting

• Prepare weekly and monthly operational reports.
• Analyze operational data to identify trends, recurring issues, and improvement opportunities.
• Present findings and recommendations to leads.

6. Issue Resolution & Continuous Improvement

• Investigate operational issues and coordinate with internal departments to resolve them efficiently.
• Ensure all customer complaints are documented, tracked, and closed within agreed timelines.
• Identify root causes of recurring operational problems and recommend corrective actions.
• Support process improvement initiatives to enhance customer experience and operational efficiency.

Requirements

• Excellent verbal and written communication skills.
• Ability to manage multiple clients and priorities simultaneously.
• Strong problem‑solving and analytical skills.
• Excellent coordination and stakeholder management abilities.
• High attention to detail and organizational skills.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Experience working with Warehouse Management Systems (WMS) and Order Management Systems (OMS) is preferred.