Ensure all customer requirements are understood and translated into the SOP
Origin booking requirements
Intake requirements
Warehouse / DC requirements
Consolidation requirements
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 vs. KPIs on Thoughtspot dashboards and identify and implement process improvements to enhance efficiency and customer sentiment
Drive weekly calls with customers to playback progress of optimisations initiatives & triage escalations. (Shipment review related calls will be owned by FOPs)
Supporting the onboarding of new customers (SOPs, SLAs, POAs etc)
Own enablement of operational aspects of “TO-BE process flows”
Identify customer characteristics to map against operational opportunities

Strong Communication & Interpersonal Skills: Excellent verbal and written communication, active listening, and the ability to build and maintain strong relationships with customers.
Problem-Solving & Analytical Skills: Ability to analyse data, identify root causes of issues, and develop and implement effective solutions.
Collaboration & Teamwork: Ability to work effectively with cross-functional teams (e.g., Solutions, Operations).
Customer Focus: A strong customer-centric approach with a focus on exceeding customer expectations.
Proactive & Results-Oriented: A proactive and results-driven approach with a strong desire to improve operational efficiency and customer satisfaction.
Systems Proficiency: Proficiency in Google Suite (Docs, Sheets, Slides), the company's internal platform, and data visualisation tools like Thoughtspot.
Data Analysis: Ability to analyse data and draw meaningful insights.
Logistics Knowledge: Basic understanding of logistics principles and operations (e.g., Incoterms, transportation modes)

Customer Operations Coordinator – 1 Year Fixed Term Contract

Key skills