CX Account Coordinator – Logistics Customer Experience

About the role

The CX Account Coordinator is the operational backbone of the Customer Experience team, ensuring smooth order management and shipment visibility for assigned accounts. You will act as the primary point of contact for customers, providing timely updates and coordinating with internal teams to maintain a high‑quality service experience.

Key responsibilities

• Monitor and track customer shipments throughout the lifecycle, updating status, exceptions, and milestones in TMS and customer portals.
• Communicate shipment updates, delays, and issue resolutions via email, phone, Teams, and portals.
• Support appointment scheduling, milestone management, and customer‑specific operational requirements.
• Assist Account Managers with reporting, SOP execution, onboarding, and account documentation.
• Collaborate with Operations, Order Entry, Billing and other teams to resolve service failures and billing inquiries.
• Identify process‑improvement opportunities and support automation and retention initiatives.

Required profile

• At least 1 year of customer service experience in logistics, transportation, drayage, intermodal or supply‑chain operations.
• High School Diploma or GED.
• Strong verbal and written English communication skills (C1 level or above).
• Excellent organizational, time‑management and multitasking abilities in a high‑volume environment.

Required skills

• Experience with Transportation Management Systems (TMS).
• Proficiency in Microsoft Outlook, Excel and Teams.