Customer Fulfillment Coordinator

Description

The Customer Fulfilment Coordinator ensures that Short Term Leasing (STL) customer orders are fulfilled in a timely and satisfactory manner. This role supports customer service efforts by managing order processing, logistics coordination, and collecting data for STL invoicing to ensure seamless operations and exceptional service delivery.

Key Responsibilities and Mapped Competencies:

Order Fulfilment and Logistics Coordination:

• Coordinate and support lease-out and return logistics with MRO facilities to meet customer expectations.
• Manage STL order processing and tracking for internal and external customers.
• Ensure timely and accurate ULD delivery, collection, and repair cost data for invoicing.
• Monitor and follow up on ULD reposition activities arranged by the STL team across regions.
• Collaborate with the network planning, inventory, and MRO teams to maintain efficient operations.

Operational Oversight and Data Management:

• Maintain and update lease-out and return ULD data in Unilode systems accurately.
• Monitor MRO activities related to ULD repair costs charged to STL, ensuring compliance with MRO SOPs.
• Proactively investigate and resolve repair and storage work orders with MRO and relevant stakeholders.
• Manage a database for customer orders and invoices, ensuring accuracy and accessibility.

Customer Relationship Management and Reporting:

• Build strong relationships with internal stakeholders to facilitate smooth order fulfilment.
• Provide regular reports to internal and external stakeholders as requested, ensuring transparency.
• Ensure customer order and service expectations are met and address any discrepancies.

Continuous Improvement and Team Support:

• Identify and implement improvements in logistics coordination and data management processes.
• Support cross-functional teams by sharing insights and recommendations from data analysis.
• Display a “can-do” and solution-oriented attitude to resolve challenges effectively.

This role requires strong organizational and analytical skills, attention to detail, and the ability to manage multiple priorities in a dynamic environment. The STL Customer Fulfilment Coordinator must demonstrate professionalism, adaptability, and a commitment to continuous improvement. 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.

Requirements

Skills and Experience Required:

• College or diploma education required; Bachelor’s/Master’s degree preferred.
• Experience in air cargo and/or ground handling operations.
• Solid understanding of ULD operations, IATA messaging standards, and air cargo logistics.
• Demonstrated ability to work independently while collaborating effectively with remote teams.
• Proven success in high-pressure, fast-paced environments with strong decision-making skills.
• Exceptional attention to detail and accuracy.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to analyze large data sets and draw actionable insights.
• Familiarity with business software systems.
• Limited travel requirements (less than 10%).