Overview
The ULD Operations Coordinator (internally known as a Customer Success Coordinator) supports Unilode’s Customer Success team by managing customer interactions, handling operational requests, and ensuring high levels of customer satisfaction. This role bridges internal teams and customers to enhance service performance and streamline operational processes.
Responsibilities
* Support Customer Account Management
Customer Focus, Collaborate, Drive Results
* Assist in managing customer relationships by responding to queries and providing updates.
* Maintain accurate customer records and service agreements to ensure seamless account management.
* Coordinate with internal departments to ensure customer needs are met efficiently.
* Facilitate Operational Issue Resolution
Courage, Ensure Accountability
* Track, monitor, and resolve operational issues impacting customer performance.
* Liaise with internal teams to proactively address service concerns and prevent escalations.
* Provide real-time updates to customers on service resolutions and ongoing improvements.
* Manage Reporting and Data Accuracy
Business Insight, Financial Acumen
* Ensure accurate data collection and customer reporting to track service performance.
* Identify trends in customer inquiries and suggest improvements to service delivery.
* Support internal teams in preparing data-driven insights for business reviews.
* Our Values in Action
* Be Humble and Curious – Continuously improve customer interactions and processes.
* Inspire, Empower, and Prosper – Collaborate with internal teams to optimize service delivery.
* Take Ownership and Get Stuff Done – Drive issue resolution and ensure customer success.
* Build a Better Future – Use customer insights to improve operational efficiencies.
* Team Up to Be Better – Work closely with stakeholders to ensure excellent service.
* Be Passionate About Our Customers – Deliver exceptional customer support and engagement.
* Be Eager to Win – Strive to enhance customer satisfaction through proactive service management.
The Small Print
This role requires a high degree of attention to detail and the ability to manage multiple customer accounts. Collaboration across teams is essential, and some flexibility may be required to support customer needs outside standard hours.
This is an overview of the role’s scope and its alignment with Unilode’s competencies and values. It is not an exhaustive list of responsibilities but serves as a guide to the key expectations and contributions of the position. Flexibility may be required to adapt to business needs.
Skills and Experience Required
* Bachelor’s degree in Business, Customer Service, or a related field.
* Experience in customer support, operations, or account management.
* Strong analytical skills to interpret data and drive insights.
* Excellent communication and relationship management skills.
* Ability to prioritize tasks in a fast-paced environment.
* Valid driver’s licence is required.
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