Freight Operations Coordinator

Freight Operations Coordinator

Department: Operations

Employment Type: Full Time

Location: Chicago

Reporting To: Rhea

Description

As our operations specialist, the key mission is to provide excellent customer service for our US customers. You would manage our customer shipments from PO raised to delivery, working collaboratively with Customer Success Managers, Sales, Pricing and Procurement.

As a member of the supply chain operations team, reporting to the Operations team, this role lies at the heart of the Zencargo business/customers and is a mission-critical role in helping Zencargo to continue to scale at pace.

If you enjoy working in an open and collaborative environment, with a team that happily "go the extra mile" and a business that is constantly investing in learning for its people, then Zencargo is the right place for you.

Key Responsibilities

• Manage international shipments end-to-end across various transport modes (air, sea, road, or rail), ensuring timely and efficient delivery.
• Coordinate with clients, carriers, and third-party logistics providers to ensure seamless cargo movement.
• Maintain up-to-date and accurate data on the digital platform to keep clients informed about their shipments.
• Monitor shipment progress, proactively addressing delays or disruptions to ensure customer satisfaction.
• Produce and review all necessary shipping documentation, including Air Waybills (AWBs), CMRs, Bills of Lading, and other transport-specific documents to meet regulatory and client requirements.
• Provide clear and timely communication with clients, offering updates, solutions to challenges, and responding to inquiries.
• Ensure compliance with international shipping regulations and company policies across all modes of transport.
• Identify opportunities to optimise operational processes and enhance supply chain efficiency for clients.
• Collaborate with internal teams to resolve issues, improve service quality, and deliver exceptional customer experiences.
• Provide insights and feedback on client operations to help shape supply chain strategies that drive competitive advantage.

Skills Knowledge and Expertise

• Soft Skills
• Strong communication skills: Ability to clearly liaise with customers, internal teams, and external partners.
• Customer-focused problem-solving: Demonstrates initiative in resolving client challenges and exceeding expectations.
• Adaptability: Flexibility to adjust to dynamic situations, shifting priorities, and fast-paced environments.
• Time management: Effectively prioritises tasks to meet deadlines and operational requirements.
• Teamwork: Collaborates effectively with colleagues and partners to achieve shared goals.
• Organisation: Maintains a structured and methodical approach to managing shipment details and client requirements.
• Critical thinking: Analyses data and situations logically to make sound operational decisions.
• Conflict resolution: Resolves disputes constructively, maintaining professionalism and customer trust.

Technical/Competency Skills

• US International transportation knowledge: In-depth understanding of supply chain processes, shipping modes, and cargo movements.
• Digital platform proficiency: Ability to update and manage shipment details on digital logistics platforms with precision.
• Documentation expertise: Skilled in producing and reviewing shipping documents, including Air Waybills (AWBs), CMRs, Bills of Lading, Invoices, and Packing Lists, etc.
• Regulatory compliance: Familiarity with international trade laws, customs regulations, and freight documentation across multiple transport modes.
• Operational analytics: Ability to track key shipment metrics, identify trends, and implement process improvements.
• Client relationship management: Strong capability to maintain and strengthen client relationships through excellent service delivery.
• Attention to detail: Ensures shipment accuracy, compliance, and data integrity throughout the operational process.
• Vendor coordination: Experience working with carriers, freight forwarders, and 3PL providers to manage logistics requirements.