Customer Operations Coordinator, Customer Success

Customer Operations Coordinator Department: Customer Success Employment Type: Permanent – Full Time 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 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. #J-18808-Ljbffr