Customer Operations Coordinator - Hybrid Role

World Courier Inc; Weston (NC); Hybrid; USD 62,000 - 98,000; Full time

Benefits offered by this job

Inclusive culture

Comprehensive benefits

Training programs

Job summary

World Courier Inc. is seeking a driven operations professional to coordinate day-of customer service across channels, ensuring throughput, service levels, and quality targets are met.

You will handle complex triage, prepare manager-ready summaries, and maintain audit-ready records while working with cross-functional teams including IT and logistics. This hybrid role is based in Cary, NC or Hyde Park, NY, requiring less than 2 years in onboarding/procurement/workflow coordination and a Bachelor's

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Less than 2 years in onboarding, procurement, or service workflow coordination.
• PMP or equivalent certification is preferred.

Responsibilities

• Coordinates day-of customer service operations across channels to meet throughput, service level, and quality targets.
• Supports complex case triage and first-line escalations within policy thresholds while preparing manager-ready summaries.
• Maintains audit-ready records, reconciliations, and documentation accuracy by applying specialized procedures, systems, and controls.
• Partners with cross-functional teams to sequence work, remove blockers, and align on timelines, quality standards, and handoffs.
• Contributes to continuous improvement by diagnosing recurring errors, updating templates or checklists, and verifying impact.
• Coordinates queue health, task sequencing, and real-time rebalancing to maintain response times, backlog limits, and accuracy goals.
• Supports complex issue resolution and first-line escalations by assessing options within policy, deciding next steps, and capturing evidence.
• Maintains complete, accurate, and compliant documentation, logs, and reconciliations to ensure audit readiness and traceability.
• Partners with operations, IT, and logistics counterparts to resolve service interruptions and align changes with SOPs and service KPIs.
• Contributes manager-ready status updates by summarizing exceptions, outlining options, and recommending a path with KPI impacts.
• Coordinates cross-training coverage, knowledge article usage, and day-of assignment shifts to sustain service levels during peaks and absences.

Skills

Strategic thinking

Execution focus

Biz-tech balance

Complex issues

Independent initiative

Presentation skills

Relationship management

Computer literacy

Attention to detail

Education

Bachelor's degree or equivalent

2 years or less experience

Job description

World Courier Inc. is seeking a driven operations professional to coordinate day-of customer service across channels, ensuring throughput, service levels, and quality targets are met.

You will handle complex triage, prepare manager-ready summaries, and maintain audit-ready records while working with cross-functional teams including IT and logistics. This hybrid role is based in Cary, NC or Hyde Park, NY, requiring less than 2 years in onboarding/procurement/workflow coordination and a Bachelor's