Customer Service Coordinator

6 days ago

Southampton, United Kingdom Ocean Network Express Full time

Customer Service Coordinator - Import Deliveries Join to apply for the Customer Service Coordinator - Import Deliveries role at Ocean Network Express ONECare Customer Service Coordinator - Import Deliveries (12 Month FTC) – Location: Southampton, UK Job Purpose: As a ONECare Service Agent, you will play a key role in delivering exceptional customer service to our customers. You’ll be the first point of contact for enquiries and service issues, providing efficient, professional, and timely resolutions through Service Cloud and other communication channels. Working closely with colleagues across Customer Care and Operations, and supported by ONE’s expanding range of digital self‑service tools, you’ll ensure excellent customer service, and compliance with company standards and industry regulations. Primary Job Responsibilities And Measurement Respond promptly and professionally to customer queries, providing solutions in line with established SOPs and cases assigned via Service Cloud. Stay up to date on industry developments, internal updates, SOP changes, and relevant regulations. Process import delivery requests in accordance with available transport allocations. Raise invoices when required and support the resolution of any invoice‑related queries. Manage service recovery issues communicated by the transport planning team. Maintain high standards when handling all internal email correspondence. Provide support to the offshore team with any queries raised. Promote automation and efficiency by guiding customers on the use of ONE’s self‑service tools, helping to strengthen and grow the ONECare client segment. Skills, Qualifications and Expertise Strong customer service focus with excellent communication and interpersonal skills. Previous experience in shipping, logistics, or a customer service role (preferred). Good understanding of import processes. Confident using digital platforms and open to adopting new technologies. Detail‑oriented with strong time management and problem‑solving skills. A proactive team player with a positive attitude and willingness to learn. Benefits Paid annual leave of 25 days per annum in addition to UK public holidays. Membership of the Company’s Group Pension Plan, into which the Company will contribute up to 10% of basic salary. Death in Service Benefit (8× annual salary). Employee Assistance Programme, with free independent confidential support and virtual GP services. Interest‑free annual travel season ticket loan. Annual medical health check. Annual eye test and contribution towards glasses for VDU prescriptions. Online employee discount platform including retail, health, leisure, motor and more plus Cycle to Work, Taste Card. Loyalty Award Scheme. Application If you are interested in this role please apply by uploading your CV. The closing date for this role is Friday 12th December 2025. Applications will only be accepted from candidates with existing right to live and work within the UK. #J-18808-Ljbffr

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