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Customer Operations Coordinator

Posted on Dec. 7, 2024

Amsterdam, Netherlands
0 - 0 USD (yearly)

Full Time

Description

We are on the hunt for an ambitious individual to join our Customer Operations function at Zencargo. The ideal candidate will be passionate about working in fast-paced environments, delivering excellent customer service and have the ability to operationally manage multiple clients.

The Customer Operations Coordinator is responsible for managing the operational success of our customers’ relationships with us. Reporting to the Head of Customer Operations, you will work closely with the rest of the Customer Operations, the Operations and the Customer Success Teams to ensure a first-class customer service for every customer and a high level of satisfaction with their relationship with Zencargo.

You will ensure we deliver a consistently high level of service for your customers. This includes holding the Ops team to account to deliver high levels of on time performance, managing all stakeholders involved to maintain high data health on the platform and to work directly with customers to continuously improve the service they get from Zencargo incorporating their feedback into the strategic plan for the account.

You will be a key contributor to our Net Promoter Score and Customer Satisfaction metrics as well as accountable for all operational KPIs relating to your specific customers.

Key Responsibilities

New Strategic customers are impressed and happy

Create plan, gather all operational requirements and then manage through to first booking the setup of new customers
Work with customers to map out their requirements for newly sold service(s), inc. Supply Chain Network, Data model, Analytical requirements, etc.
Maintain customer training on how to use the platform and ensure they have engaged with it well. Highlight to CSM when there are features not used at all.
Work with Product Managers to ensure that there is user friendly, on brand, feature training documentation ideally in the FAQ / help centre section of the platform. Direct customers to these pages.
Project manage delivery of implementation milestones, including working with CSMs to ensure their commercial actions are completed.
Map out and then deliver to a standard Customer Implementation process that delivers highest customer satisfaction and highest % ramp
Project manage the onboarding of all customer manufacturers

Existing Customers love us, especially how we handle problems

Map alongside CS, project manage and ramp existing customer expansions
Establish and then continually strengthen the relationship with the operational customer stakeholders, e.g. Logistics Manager
Ensure customers are well trained on how to use the platform and ensure they are getting the most out of it

Customers always know what's happening with their Supply Chain

Hold all parties to account to resolve escalations on the relevant accounts and keep customers up to date
Establish comms cadence and keep customer up to date on their shipments in alignment with agreed cadence
Hold Customer Care to account that all daily communication, for Ocean, is fast and at the standard that our customers and we expect. Hold Freight Ops to account to do the same on Air & Road.
Ensure customers are clear on value they are getting from Zencargo relating to their supply chain performance
Own and organise MBRs, reporting on operational KPIs, update on actions from last MBR and ensure that at least quarterly the customer's needs are reassessed and new services set up as needed.
Once improvements to services or new services are mapped and planned, deliver those plans

We have confidence we can deliver for customers

Map SOPs, ensure they are trained out and used, and then review at least monthly to ensure they enable us to maintain control
Hold all other parties to account to deliver against KPIs for the customer and then impress the customer

Requirements

A minimum of 1 year working in a top freight forwarding or supply chain company in a customer service or account management function
A customer-focused approach to solving problems
A desire and motivation to build something innovative and disruptive
Comfortable working with large volumes of data and reporting
Happy to get into the weeds - we are a fast growing start-up and everyone has to pull together to deliver our vision
Willingness to travel within the UK when required
Experience of working in a start-up or SME is desirable, although not essential

About Zencargo

Zencargo is a digital-first freight forwarder & logistics provider. Our platform allows customers to book, maintain and keep track of their international freight as well as use analytics to drive intelligent supply chain decisions that help their businesses thrive.

Whilst shipping is a complex trillion-dollar industry, you might be surprised to know that many of the processes that could be simplified with technology are currently done over the phone, by fax and email or even jotted down on scraps of paper

Our services include ocean, air and rail freight as well as trucking and cargo insurance. We deliver significant time, paper and financial savings to our customers offering instant quoting, easy booking and an online dashboard to give them 360 degree, 24/7 visibility on their shipments. Shippers and their counterparts collaborate to oversee their logistics on Zencargo and all their supply chain data is stored together in the cloud making business analytics easier than ever.

At Zencargo, we believe that technology can simplify logistical complexity and tear down barriers to trade. Automating trade and logistics operations and providing access to data and analysis will help companies to trade smarter and more efficiently, freeing businesses to concentrate on key outcomes. Only by combining human endeavour and technology, can we build smarter supply chains that know no borders.

Life at Zencargo

What’s in it for me?

Zencargo is where you come to do something you're passionate about, and learn new things. We are in scale mode at Zencargo and we work to realistic growth targets and metrics. You will thrive here if you enjoy working in a scaling environment. As we grow we want you to grow with us.
At Zencargo there is a huge opportunity to build your experience and grow your career. We want you to be part of the team for a long time to come, and we will focus on helping you get to where you want to be. We all have dreams and aspirations. As part of the Zencargo team, we ask you to deliver your optimum work and help us create real value for our customers and teams.

Work, Life and Balance

At Zencargo, we work hard! We do, however, realise that you have family, friends, interests and life outside the world of work. As a scaling business, we constantly evolve our reward and benefits approach.

Here are some highlights!

Generous Annual Leave
Flexible, Remote and Hybrid Working
Home Equipment Allowance
Vitality Private Medical Insurance
Annual L&D Budget
Paid Volunteering Days
Pension Scheme
Enhanced Maternity, Paternity, Adoption and Shared Parental Leave & Pay

Our Vision, Mission and Values

Zencargo is a company driven by our Vision, Mission and Values. We conduct values interviews as part of our recruitment process to ensure we are able to hire top talent that embodies concepts that align with our core values and beliefs.

Our Zencargo Vision - "A world with smarter trade"
Our Zencargo Mission - "To make customers' supply chain their competitive advantage"

Our Zencargo Values

We Learn Fast and Grow
We Build Trust
We Take Ownership

A Fair Chance

Every role in the Zencargo team is open to applications from all sections of society. We believe in the superpowers and potential of everyone, regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other difference that makes you, you.

More than just encouraging your application, we're committed to conscious inclusion that (we hope and intend) cultivates an environment of belonging.

We open our doors to those who share these motivations.

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