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