CX Account Coordinator

About the role

The CX Account Coordinator is the operational backbone of the Customer Experience team, ensuring smooth order management, shipment visibility, and proactive communication for assigned accounts. You will work closely with Account Managers, Operations, Billing, and other internal teams to deliver a consistent, high‑quality customer experience.

Key responsibilities

• Monitor customer shipments throughout the lifecycle and update status in TMS, portals, and tracking tools.
• Communicate shipment exceptions, delays, and milestones to customers and internal stakeholders.
• Serve as the primary point of contact for customer inquiries 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 issues and investigate service failures.
• Identify and propose process improvements to enhance customer experience and efficiency.

Required profile

• Highly organized and detail‑oriented with the ability to manage a high volume of interactions.
• Customer‑focused mindset and strong communication skills.
• Comfortable working in a fast‑paced logistics environment.

Required skills

• Experience with Transportation Management Systems (TMS).
• Proficiency in Microsoft Teams for internal and customer communication.
• Familiarity with customer portals and order‑tracking tools.

What we offer

• Opportunity to work within a dynamic Customer Experience organization.
• Collaboration with cross‑functional teams across logistics and operations.
• Professional growth in a fast‑growing logistics environment.