The Change Partners - Global talent specialists for a connected world
Customer Operations Coordinator
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About the Role
We are currently working with a global consumer electronics brand that is continuing to enhance its customer operations across the UK.
We are looking for a Customer Operations Coordinator to support the day-to-day management of customer delivery operations, warehouse logistics escalations, and e-commerce support activities. This role will help ensure a seamless customer experience across online orders and deliveries.
This is a 12-month contract role, initially at 5 days in the office in the London area.
The role is paying £140 per day.
Key responsibilities:
- Act as the main point of contact between Customer Service, warehouse teams, and logistics providers for delivery-related queries.
- Manage customer delivery issues and escalations through internal ticketing systems.
- Investigate delayed, failed, or cancelled deliveries and coordinate resolutions with logistics partners.
- Track and resolve customer order issues using internal systems and operational data.
- Manage order cancellations and ensure timely communication with customers and internal teams.
- Work cross-functionally to resolve operational issues impacting customer experience.
- Maintain accurate records of customer interactions, resolutions, and operational updates.
- Monitor and report on customer service and delivery performance metrics.
- Identify recurring issues and support continuous improvement across logistics and customer operations processes.
- Assist with maintaining and updating operational procedures and documentation.
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Your background:
- Previous experience within customer operations, customer service, logistics, supply chain, or e-commerce support environments.
- Strong analytical and problem-solving skills with the ability to investigate issues across multiple systems.
- Excellent communication and stakeholder management skills with a customer-focused approach.
- Experience using ticketing systems and operational support tools.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong attention to detail and organisational skills.
- Comfortable using Microsoft Office applications including Excel, Word, and Power BI.
- Exposure to direct-to-consumer or e-commerce operations is beneficial.
- Flexibility to support occasional weekend and evening shift coverage on a rota basis.
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