Customer Operations Coordinator

About the role

We are looking for a detail‑oriented Customer Operations Coordinator to manage booking requests, provide exceptional support, and coordinate cargo movements across multiple internal teams. The role serves as the primary point of contact for customers, ensuring that documentation, billing, and shipment processes are accurate and timely.

Key responsibilities

• Process booking requests received via phone, email, chat and other channels.
• Handle inbound customer calls related to support, payments, booking creation and modifications.
• Coordinate cargo movements with Intermodal, Equipment, Traffic and other operational departments.
• Receive, reconcile and summarize customer documentation; verify information for Bill of Lading and invoicing.
• Interpret freight rates, apply appropriate tariffs and ensure compliance with regulations.
• Partner with the Pricing team to publish rates and process rate validations.
• Respond to customer inquiries promptly and resolve booking errors or issues.
• Escalate situations that may affect service quality, cargo delivery or customer satisfaction.
• Collaborate with internal departments to meet operational commitments while maintaining productivity and quality standards.

Required profile

• Strong communication skills and a customer‑focused mindset.
• Ability to work efficiently in a fast‑paced contact‑center environment.
• Attention to detail and accuracy in handling documentation and billing.
• Capability to coordinate with multiple internal teams and meet performance metrics.

Required skills