Customer Operations Coordinator (1 Year Fixed Term Contract)
Zencargo
Operations, Customer Service
London, UK
Posted on Mar 28, 2026
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.
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.
- Department
- Customer Success
- Employment Type
- Fixed Term - Full Time
- Location
- London
- Workplace type
- Fully remote
Key Responsibilities
Customer Operational Requirements + Consistency
- 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…)
- [Action opportunities to standardise customer SLA requirements]
- 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. For
example;
○ Lots of LCL → Consolidation
○ Uncontrolled Freight → IncoTerm Switching
○ Lots of D&D → Intake Process
○ 6+ Container Per BL → Reduction
○ Sub 70% fill rates
Requirements
Soft Skills
- 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.
Technical & Competency Skills
- 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)
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!
United Kingdom
- Generous Annual Leave
- Flexible, Remote and Hybrid Working
- Home Equipment Allowance
- BUPA Private Medical Insurance
- Annual L&D Budget
- Paid Volunteering Days
- Pension Scheme
- Enhanced Maternity, Paternity, Adoption and Shared Parental Leave & Pay
Netherlands
- 33 days paid holiday annually, including statutory Dutch national public holidays
- Pension Scheme
- Flexible, Remote and Hybrid Working
- Home Equipment Allowance
- Annual L&D Budget
- Paid Volunteering Days
- Enhanced Maternity, Paternity, Adoption and Shared Parental Leave & Pay
United States
- 33 days paid holiday annually, pro rata, including national public holidays and Veteran’s Day
- Home Equipment Allowance
- 401K Pension Scheme
- Private healthcare scheme
- Annual L&D Budget
- Paid Volunteering Days
- Enhanced Maternity, Paternity, Adoption and Shared Parental Leave & Pay
United States
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
- We Deliver Outcomes
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.
Our Hiring Process
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