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For Companies At a Glance
- Tasks: Join our team to enhance customer experiences through data analysis and process optimisation.
- Company: Be part of a leading freight innovation company focused on customer success.
- Benefits: Enjoy a permanent full-time role in London with opportunities for growth and development.
- Why this job: This role offers a chance to make a real impact while collaborating with diverse teams.
- Qualifications: Strong communication, problem-solving skills, and a basic understanding of logistics are essential.
- Other info: Ideal for data-driven individuals eager to thrive in a dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
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
- Ensure all customer requirements are understood and translated into the SOP, including origin booking, intake, warehouse/DC, and consolidation requirements, as well as SLAs (Dwell, response time, etc.).
- Work with Solutions Team to build requirements into platform workflows for FOPs.
- Ensure FOPs are empowered and enabled with customer requirements.
- Monitor requirements versus KPIs on Thoughtspot dashboards and identify/process improvements for efficiency and customer sentiment.
- Drive weekly calls with customers to update on optimisation initiatives and manage escalations (shipment review calls will be owned by FOPs).
- Support onboarding of new customers, including SOPs, SLAs, and POAs.
- Own the enablement of operational aspects of 'TO-BE' process flows.
- Identify customer characteristics to map against operational opportunities, e.g., lots of LCL, uncontrolled freight, D&D, high container per BL, low fill rates.
Requirements
Soft Skills
- Strong communication and interpersonal skills: excellent verbal and written communication, active listening, and relationship-building with customers.
- Problem-solving and analytical skills: ability to analyze data, identify root causes, and develop solutions.
- Collaboration and teamwork: effective working with cross-functional teams like Solutions and Operations.
- Customer focus: a strong customer-centric approach aimed at exceeding expectations.
- Proactive and results-oriented: a drive to improve operational efficiency and customer satisfaction.
Technical & Competency Skills
- Systems proficiency: Google Suite, internal platforms, and data visualization tools like Thoughtspot.
- Data analysis: ability to analyze data and derive insights.
- Logistics knowledge: basic understanding of logistics principles such as Incoterms and transportation modes.
Customer Operations Coordinator, Customer Success employer: Zencargo
Contact Detail:
Zencargo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Coordinator, Customer Success
✨Tip Number 1
Familiarise yourself with the logistics industry, especially terms like Incoterms and transportation modes. This knowledge will not only help you understand the role better but also impress the interviewers with your industry insight.
✨Tip Number 2
Brush up on your data analysis skills, particularly with tools like Thoughtspot. Being able to demonstrate your ability to analyse data and derive actionable insights will be crucial in this role.
✨Tip Number 3
Prepare examples of how you've successfully collaborated with cross-functional teams in the past. Highlighting your teamwork and communication skills will show that you're a great fit for the Customer Success team.
✨Tip Number 4
Think about ways you've improved customer experiences in previous roles. Be ready to discuss specific initiatives you've led or contributed to, as this will showcase your proactive and results-oriented mindset.
We think you need these skills to ace Customer Operations Coordinator, Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Operations Coordinator role. Emphasise your customer-centric approach, problem-solving abilities, and any experience with data analysis or logistics.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and process optimisation. Use specific examples from your past experiences to demonstrate how you can contribute to enhancing customer experiences.
Highlight Technical Skills: In your application, clearly outline your proficiency with tools like Google Suite and any data visualisation platforms you've used. Mention your ability to analyse data and derive actionable insights, as this is crucial for the role.
Showcase Soft Skills: Since strong communication and interpersonal skills are essential for this position, provide examples of how you've successfully collaborated with teams or built relationships with customers in previous roles.
How to prepare for a job interview at Zencargo
✨Showcase Your Customer-Centric Mindset
Make sure to highlight your experience in customer service and how you've gone above and beyond to meet customer needs. Share specific examples of how you've built relationships and exceeded expectations, as this role is all about enhancing the customer experience.
✨Demonstrate Your Analytical Skills
Prepare to discuss your experience with data analysis and how you've used insights to drive improvements. Be ready to explain a situation where you identified a problem through data and implemented a solution that positively impacted customer satisfaction.
✨Emphasise Collaboration and Teamwork
This role requires working closely with various teams, so be prepared to talk about your collaborative experiences. Share examples of how you've effectively worked with cross-functional teams to achieve common goals, especially in a fast-paced environment.
✨Familiarise Yourself with Logistics Principles
Brush up on basic logistics concepts such as Incoterms and transportation modes. Being able to speak knowledgeably about these topics will show your understanding of the industry and your readiness to tackle the operational aspects of the role.
