Customer Service Coordinator

2 weeks ago

Felixstowe, Suffolk, United Kingdom Stobart Full time

Job Title: Customer Service Coordinator

Job Summary:

We are seeking a highly skilled Customer Service Coordinator to join our team at Stobart. The successful candidate will be responsible for providing exceptional customer service to all customers, ensuring that every interaction is friendly, polite, and efficient.

Key Responsibilities:

  • Ensure customers are treated with respect and courtesy at all times.
  • Provide accurate and timely information to customers regarding their queries and concerns.
  • 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

About Stobart:

Stobart is a leading logistics company that values its employees and offers a range of benefits, including annual leave, pension scheme, life assurance, wellness, eye care vouchers, reward and recognition, and everyday discounts.

We are committed to employee development and recognising success for hard-working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

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