Import Customer Service Coordinator

1 week ago


Southampton, Southampton, United Kingdom Ocean Network Express Full time

Import Customer Service Coordinator

Reports to:
Team Leader ONECare Service (Import)


Location:
Southampton, UK


Division:
Liner - UK Division


As ONECare Service Agent you are responsible for providing frontline responses to queries from our ONECare clients and provide resolutions for service issues that are brought to you through Service Cloud or other channels. In close cooperation with the Customer Administration team and supported by ONE's growing range of customer self-service tools you contribute to the overall Customer Service experience of our ONE Care clients.

Responsibilities:

-
Provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through Service Cloud.
-
Actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations.
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Process import delivery requests timely in line with available transport allocation.
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Raise invoices where required and be able to assist with handling those that are queried.
-
Resolve Service Recovery issues communicated by the transport planning team.
-
Assist offshore team with any queries raised.
-
In order to provide an efficient service to ONE's profitable SME clients you work towards a high degree of automation and efficiency by educating clients on the proper use of self-service tools and thereby build the ground for growth of the ONECare segment.
-
You keep up to date on the relevant self-service and e-commerce tools, promote these and proactively share any feedback that can help to further improve these tools.
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Ensure that all processes and transactions are fully compliant with company and governmental rules and regulations.
-
Ensure good collaboration and communication within departments and across and escalate cases in a timely and professional manner whenever appropriate.
-
Communicate effectively with customers and advise them in a reliable and professional manner.
- **Support ONE's digital transformation by utilising and promoting our e
- commerce platform and our self-service tools as applicable.**
Skills, Qualifications and Expertise:

  • Excellent Customer Service Skills with experience of working in a busy office environment.
-
Excellent written, oral communication skills and organisational skills.
-
IT literate, Google Sheets, Word, Excel knowledge
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High level of attention to detail.
-
Ability to multitask

Competencies:

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Business Awareness and commercial acumen
-
Customer Focus
-
Communication
-
Problem Solving
-
Planning and Organisation
-
Decision Making
-
Teamwork
-
Ability to work under pressure
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Ability to prioritise own workload
-
Proactive, enthusiastic, and flexible approach
**The closing date for this role is Friday 26th April 2024. To apply, please submit your CV using the link.

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