Customer Service Coordinator

Role Overview

The Customer Service Coordinator is the primary operational contact for customers and business partners using Cargoo. The role combines hands-on ocean freight execution with first-level technical platform support, ensuring shipments are managed accurately and customers can navigate Cargoo's tools effectively. The coordinator is responsible for the full front- and back-office cycle - from booking and shipment tracking to documentation, invoicing, and resolving platform queries - always aiming to go the extra mile for every customer.

Key Responsibilities

Provide expert, independent support to customers across email, phone, chat, and ticketing channels.

Coordinate, schedule, and monitor global ocean freight shipments (imports, exports, cross-trades, FCL & LCL) end-to-end.

Coordinate tasks across departments and offices to ensure smooth, compliant shipping processes.

Receive, review, and action customer orders in line with KPIs and SLA targets.

Prepare documentation: booking confirmations, shipping instructions, invoices, transport orders, and value added services.

Prepare customer and partner sales invoices; verify and post supplier invoices.

Maintain and update SOPs; contribute to quality control and reporting initiatives.

Resolve customer platform queries accurately and within SLA via chat, email, and ticketing system.

Analyse and document technical issues; coordinate with internal teams to drive timely resolution.

Train customers on Cargoo platform features; onboard new users and communicate new releases.

Manage user registrations, partner registrations, master data, and workflow setups.

Initiate and follow up on improvement requests based on customer and internal feedback

What makes a great candidate

Minimum 2 years of experience in customer service or a comparable role within ocean freight / freight forwarding..

Proven background in sea freight execution (carrier or forwarder side)

Commercial understanding of forwarding and transport processes.

Ownership and hands-on mentality - takes full responsibility for tasks and outcomes.

Detail-oriented and highly organised across complex, concurrent workloads.

Excellent cross-cultural communication skills; comfortable in a multicultural team.

Strong multi-tasking and problem-solving abilities under time pressure.

Customer-oriented mindset; genuine drive to go the extra mile.

Patient and composed when handling difficult situations or demanding clients.

Adaptable, continuously learning, and open to evolving tools and processes.

Fluent in both Polish and English; German or additional CEE language is a plus.

Help desk software experience (Freshdesk, Zendesk or similar)

Basic commercial training

Proficiency in Microsoft Office Suite

You will stand out if you have experience in

Jira

Confluence

Power BI

TMS Cargoo

ERP MS Dynamics

ELO document management