Job Description
Description
ennovationHUB is a fast-growing international e-commerce group operating in the home & living category, with a strong focus on furniture. From our hubs in Belgrade and London, and from remote work stations across the globe, we serve customers across the UK, North America, EU, and APAC.
As we scale toward $100m+ annual revenue, one of the key constraints in the business is maintaining a consistently high-quality customer experience across multiple markets, channels, and operational setups.
As a furniture-focused e-commerce business, a significant portion of our shipments includes oversized and bulky items that require Less-Than-Truckload (LTL) transportation rather than standard parcel delivery. As our order volumes continue to grow across multiple markets, we are expanding our operations team with a dedicated LTL Coordinator.
The LTL Coordinator will serve as the primary point of contact for customers throughout the delivery journey, ensuring clear communication, effective coordination, and a smooth delivery experience. Working closely with carriers and internal teams, they will help prevent issues, resolve exceptions, and ensure successful deliveries.
Role Objective
This role is not about checking boxes or simply following instructions. We are looking for someone who thinks like an owner- someone who can spot risks early, solve problems independently, and continuously look for ways to improve processes and outcomes. In a dynamic LTL environment, the ability to anticipate issues and take initiative is just as important as executing day-to-day operations.
Role overview
This is a cross-functional role that combines freight operations, customer communication, and process improvement. You’ll oversee the day-to-day movement of shipments while working to identify bottlenecks, improve workflows, and enhance the overall customer experience.
The role offers broad exposure to LTL operations and the opportunity to make a measurable impact on how the business performs and scales.
Key Responsibilities
Contact customers via phone and email regarding upcoming and active LTL deliveries.
Validate and confirm delivery addresses prior to shipment and delivery.
Communicate carrier pickup dates, delivery schedules, and estimated delivery timeframes.
Gather delivery instructions, access requirements, and preferred delivery scheduling information from customers.
Manage ongoing shipment follow-ups through phone calls, emails, and SMS communication as needed.
Coordinate customer delivery readiness and ensure all required information is collected before carrier contact or delivery.
Serve as the primary point of contact for customer inquiries related to LTL shipments and deliveries.
Work closely with carriers, internal teams, and customers to facilitate smooth delivery coordination.
Proactively follow up on pending deliveries, appointment scheduling, delivery exceptions, and customer concerns.
Maintain accurate records of customer interactions, delivery preferences, shipment updates, and communication history.
Support in resolving delivery-related issues and escalations to help ensure successful delivery completion.
Assist with customer communication related to LTL delivery claims.
Collect and organize claim-related information, including customer statements, photos, documentation, proof of delivery, and carrier information.
Assist with the preparation and maintenance of LTL-related reports.
Requirements
Strong communicator, able to write and speak clearly in English
Structured thinker, able to simplify complex situations
Comfortable handling multiple conversations and priorities
Calm under pressure, solution-oriented
Tech-savvy and fast to learn new tools and systems
Genuinely interested in AI and how it can improve daily work
Comfortable using AI tools to increase efficiency and quality
Proactive — you don’t wait for instructions when something can be improved
Collaborative and easy to work with across teams
To be successful in this role, you should bring
1–3 years of experience in freight brokerage, transportation logistics, carrier operations, dispatch, shipping coordination, LTL (Less-Than-Truckload), FTL (Full Truckload), or similar freight management roles;
Comfort in working in a fast-paced, international environment;
Ability to operate with ownership.
Location & Setup
This is a fully remote position, allowing you to work from home regardless of your location within the Philippines. Shift schedules will be assigned upon completion of the training period, and candidates should be prepared to demonstrate a reasonable level of flexibility regarding shift allocation.
You will collaborate with teams across multiple countries and functions.
In our culture in ennovationHUB we value:
Accountability over excuses
Execution over talk
Clarity over complexity
Learning through doing
We welcome people from different backgrounds. What matters most is how you think, how you work, and whether you take ownership.
