Customer Service Coordinator

1 month ago

Felixstowe, Suffolk, United Kingdom Culina Group Full time

Job Title: Customer Service Coordinator

Job Summary:

We are seeking a highly skilled Customer Service Coordinator to join our team at Culina Group. As a key member of our customer service team, you will be responsible for providing exceptional customer service to all customers, ensuring that their needs are met and exceeded.

Key Responsibilities:

  • Provide high-level customer service to all customers, ensuring that their needs are met and exceeded.
  • Ensure that all customer interactions are handled in a friendly and polite manner.
  • Assist customers with their enquiries to the satisfaction of the Company.
  • Deal promptly and effectively with customer complaints, ensuring that all such matters are resolved to the satisfaction of the customer.
  • Ensure that serious/unresolved customer complaints are promptly reported to line management.
  • Using multiple customer systems to ensure they are mirrored against Truckcom system. Key areas – import restitution updates, wecport container checks, seal number checks, general work profile and call overs
  • Ensure any EDI updates or Manual customer orders are entered / updated in the system, review if planned before making any changes and ensure the Operations Manager or Traffic Operators are aware so they can make the changes accordingly to the plan.
  • Produce reports (KPI and other) for the customer and ESL utilising Microsoft Excel
  • Take in any new jobs, updates, and amendments. Any changes must be corrected in Truckcom and need to liaise with Traffic. Once all new jobs for following day have been processed, run a report from Truckcom and then complete a call-over to make sure that all information has been entered into Truckcom correctly.
  • Collation of daily & weekly restitution trackers for Merchant & Line haul containers ensuring no additional costs are incurred through late retention of containers back to Ports
  • Provide cover for members of the Customer Service team who are on holiday/sick.
  • Action all QA's and demurrages received from Traffic.
  • Keep the Shipping system up to date with information on the day's jobs, informing them of any delays or requiring information. The Shipping system needs to be checked regularly for any up-to-date information that needs to be passed onto the Traffic Operations Department.

Requirements:

  • Previous experience in a similar role would be advantageous
  • Attention to detail and high level of accuracy required
  • Ability to work in a high-pressure and fast-paced environment
  • Proficient in computer literacy including Microsoft Excel, PowerPoint and Outlook
  • Excellent communication skills in order to deliver accurate information.
  • Ability to work individually and as a part of a team

Benefits:

  • Annual Leave – Competitive holiday entitlement
  • Pension scheme – we want colleagues to enjoy a comfortable retirement so we offer a great contribution of 5% employee and 3% employer
  • Life Assurance - x 2 your annual salary
  • Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a day, 365 days a year
  • Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses
  • Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
  • Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings

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