Customer Service Coordinator

3 weeks ago

Felixstowe, Suffolk, United Kingdom Stobart Full time
Job Description

Stobart, a leading ambient transport and logistics business, is seeking a Customer Service Coordinator to join our team at our Felixstowe site.

The successful candidate will report to the Customer Service Supervisor and be responsible for providing a high level of customer service to all customers.

Key Responsibilities:

  • Ensure customers are treated in a friendly and polite manner.
  • Ensure every customer is acknowledged/greeted in a polite and friendly manner.
  • Provide efficient and accurate service to customers at all times.
  • 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.
  • Report serious/unresolved customer complaints to line management.
  • Use multiple customer systems to ensure they are mirrored against Truckcom system.
  • Enter/Update EDI updates or Manual customer orders in the system, reviewing planned changes and ensuring the Operations Manager or Traffic Operators are aware.
  • Produce reports (KPI and other) for the customer and ESL utilising Microsoft Excel.
  • Take in new jobs, updates, and amendments, correcting changes in Truckcom and liaising with Traffic.
  • Run a report from Truckcom and complete a call-over to ensure all information has been entered into Truckcom correctly.
  • Collate 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 QAs and demurrages received from Traffic.
  • Keep the Shipping system up to date with information on the days jobs, informing them of any delays or requiring information.

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: 20 days plus 8 days Bank Holiday.
  • Pension scheme: 5% employee and 3% employer contribution.
  • Life Assurance: x 2 annual salary.
  • Wellness: Employee Assistance Programme, providing confidential telephone counselling and legal information service 24/7.
  • Eye Care Vouchers: substantial savings with free eye tests and discounts on prescription glasses.
  • Reward & Recognition: Employee of the month and year, special recognition, and long service awards.
  • Everyday discounts: access to over 50 retailer discounts via our benefit platform.

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