Customer Operations Coordinator - APAC

Job Description

Trax is a global leader in Transportation Spend Management solutions. Combining industry leading cloud-based applications with expert services, we are transforming traditional freight and parcel audit to help customers better manage and control their global transportation costs and drive enterprise wide efficiency. With a global footprint spanning North America, Latin America, Asia and Europe, we deliver data-based visibility and insights; higher savings; and better control of transportation spend for shippers of all sizes.

We are currently looking for a full-time Customer Operations Coordinator for our office in Cebu, Philippines

ROLE:

The Customer Operations Coordinator is the main point of contact for Trax customers and oversees the end to end delivery of our managed freight bill and pay services. In this role you are responsible for ensuring that all tasks leading up to the financial close for our clients occur in a timely manner. Additionally, the Customer Operations Coordinator is responsible for report preparation, records control, and special projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure that clients’ deliverables are provided according to their processing calendar; these tasks include processing invoices, providing audit results, resolving cost allocation exceptions and the settlement process.
• Prepare, analyze, and present weekly health reports.
• Manage conference calls and/or participate in meetings for assigned clients to ensure clients receive proactive communication on the status of their deliverables.
• Prepare and host monthly delivery business reviews as required
• Respond to correspondence relating to client base and day to day customer service
• Work in conjunction with all internal departments when necessary to research/resolve client and system issues, including timely response to, and accuracy in, invoice processing, audit reviews and cost allocation reviews
• Review client data reports and develop modifications and/or recommendations to improve cycle times and/or content
• Provide back-up support as designated by management
• Occasional client onsite traveling as well as flexibility to work out of office hours when requested.
• Perform other duties as assigned
  
  
  

• Good knowledge of excel including the ability to use V-lookups, pivots, macro, formulas etc.
• Must be able to work under pressure and handle interruptions while maintaining flexibility in work assignments. The ability to manage multiple deliverables across multiple clients is a core skill.
• We are striving to operate with a continuous improvement mindset. All members of the operations team are expected to participate and, in some cases, lead projects to improve our metrics around quality, efficiency or customer satisfaction.
• Trax has a dynamic workplace which requires individuals who thrive in ambiguous situations by demonstrating the ability to lead others, even if their job does not include supervisory skills. Additionally, this role requires the ability to lead customers to make good decisions about their service delivery.
  
  
  

• Growing company
• International setting
• Possibilities for personal growth