Customer Service Operations Coordinator

About the role

We are seeking a Customer Service Operations Coordinator to join our Customer Response Center. The role will coordinate daily operations, support order management, and ensure high levels of service excellence while driving operational efficiency.

Key responsibilities

• Serve as primary point of contact for customer inquiries, delivering timely solutions.
• Support onboarding of new clients and monitor compliance with operational procedures.
• Manage incidents, escalating issues when necessary.
• Develop and deliver training for team members.
• Assist with order creation, monitoring, and fulfillment.
• Execute dispatch and network control activities.
• Collaborate with Customer Service and cross‑functional teams.
• Analyze operational KPIs and propose improvement initiatives.
• Create and maintain work instructions and process documentation.
• Support workforce planning, including scheduling, overtime and vacation tracking.
• Participate in shift coverage, including weekends, and facilitate team alignment meetings.

Required profile

• Bachelor’s degree in Logistics, Engineering, International Trade, Business Administration, Information Technology or a related field.
• Minimum 1 year of experience in logistics, customer service, supply chain or a similar operational environment.
• Knowledge of logistics and transportation processes.
• Experience tracking and improving operational performance metrics.
• Proficiency in English (minimum B2 level).

Required skills

• Advanced Microsoft Excel (pivot tables, VLOOKUP, data analysis).