Carrier Coordinator

Job Title: Carrier Coordinator

Type of Employment: Permanent – Full Time, Remote.

Location: This is a fully remote role based in Bulgaria. You need to be based in Bulgaria and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global 
We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop. 

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pull&Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns. 

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.

Passionate and Collaborative Minds Wanted

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

Person’s profile

We are in search of a Carrier Coordinator who resonates with our Purpose, Vision, and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued.

What you’ll be doing

• Supporting the carrier management team to ensure the efficient and reliable operation of our reverse logistics managed services.
• Collaborate with the Carrier Managers to nurture and manage relationships with carriers and logistics partners.
• Monitor carrier performance by tracking key metrics such as on-time deliveries, transit times, and service-level agreements (SLAs) compliance.
• Act as the first point of contact for carrier communication channels, resolving immediate problems through established communication routes, coordinating with internal teams, and keeping affected parties up to date to find solutions promptly.
• Assist in generating and analysing reports on carrier performance and transportation costs.
• Maintain open and effective communication channels with carriers, internal teams, and e-commerce retail clients to ensure smooth operations.
• Establish and maintain carrier relationships, supporting disputes or escalations.
• Proactively propose improvement plans where performance gaps are identified.
• Manage and organise carrier information in the relevant ZigZag databases.
• Support in the monitoring and submission of carrier claims.

What you’ll need to be successful

• Detail-oriented, solutions-focused approach.
• Excellent written and spoken English.
• Ability to manage and coordinate competing priorities and projects in a fast-paced operation.
• Ability to adapt to business needs.
• Proficient in using Microsoft Office, mainly Excel and PowerPoint.
• Collaborative Mindset: Embrace a collaborative approach to work, actively participating in team discussions and contributing ideas to foster a supportive and innovative environment.
• Tenacious Problem-Solving: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.

• Competitive salary
• 20 days holiday plus bank holidays. Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Collaborative working environment
• Healthcare insurance with dental service include
• Food vouchers (200 BGN/month per person)
• Annual L&D budget
• Employee referral bonus scheme
• Office Equipment Budget
• Mental Health Support

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.