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Customer Service Coordinator

2 months ago

Felixstowe, Suffolk, United Kingdom Culina Group Full time
Job Title: Customer Service Coordinator

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 play a vital role in delivering exceptional customer experiences and driving sales growth.

Key Responsibilities:
  • Provide top-notch customer service to all customers, ensuring a friendly and polite manner at all times.
  • Ensure every customer is acknowledged and greeted in a polite and friendly manner.
  • Deliver 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 all matters are resolved to the customer's satisfaction.
  • Report serious or unresolved customer complaints to line management.
  • Update multiple customer systems to ensure they are mirrored against the Truckcom system, focusing on import restitution updates, wecport container checks, seal number checks, general work profile, and call overs.
  • Enter or update EDI updates or manual customer orders in the system, reviewing changes before making them and ensuring the Operations Manager or Traffic Operators are aware.
  • Produce reports (KPI and other) for the customer and ESL using Microsoft Excel.
  • Process new jobs, updates, and amendments, correcting changes in Truckcom and liaising with Traffic. Once all new jobs for the following day have been processed, run a report from Truckcom and complete a call-over to ensure all information has been entered correctly.
  • Collate daily and weekly restitution trackers for Merchant and 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 or 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.
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 to deliver accurate information.
  • Ability to work individually and as part of a team.
Benefits:
  • Competitive holiday entitlement.
  • Pension scheme with a great contribution of 5% employee and 3% employer.
  • Life Assurance - x 2 annual salary.
  • Wellness - access to a confidential telephone counselling and legal information service.
  • Eye Care Vouchers - substantial savings on eye tests and prescription glasses.
  • Reward & Recognition - Employee of the month and year, special recognition, and long service awards.
  • Everyday discounts - access to over 50 retailer discounts for everyday savings.