Customer Service Coordinator, Import Operations

2 weeks ago

Southampton, United Kingdom Ocean Network Express Full time

**JOB PURPOSE**
Work within the Customer Service Import Operations department ensuring all duties are carried out to the standard required as set out by the management team.
Proactively coordinate and manage our Customer portfolio and build strong customer relationships within the Customer Service disciplines.
Be an active participant in the continuous improvement of the departments daily functions and procedures and help the team to deliver the assigned tasks and Customer Satisfaction.
**MAIN RESPONSIBILITIES**
- Dealing with customer enquiries.
- Timely filing of delivery requests into date folders and update the transport figures.
- Processing of line haulage bookings for containers which have been placed on shore.
- Raising invoices to customers for Destination Inland Haulage (DIH) and demurrage.
- Checking with Finance teams to ensure payment has been received for non credit customers.
- Checking with Finance teams to see if credit accounts are either still on credit stop or are now removed from stop.
- Ensuring we have received a Consignee release from the customer before delivery.
- Charging customers for a Wasted Journey if a delivery is cancelled after cut off.
- Dealing with damaged containers whereby the customer’s delivery is affected.
- Ensuring we receive Original bills of lading & Surrender them before booking a delivery.
- Ensuring Origin team release Seaway Bills before booking a delivery

**UK Service Recovery**
- Monitoring the Service Recovery spreadsheet where transport advises any issues with deliveries for that day.
- Checking a latest ETA the customer can accept to ensure that we do not have drivers turned away at site.
- Charging the customer for any detention charges incurred. Also ensuring they are invoiced to the customer with a POD to support it.
- Monitoring the Wasted Charges & Redirection charges spreadsheet and invoice accordingly.

**EDD Invoice Queries**
- Ensuring the correct DIH is charged by the Offshore team.
- Resolving booking discrepancies identified by the Offshore team
- Working with Origin teams to resolve COD booking issues.
- Highlighting contract/RFA filing errors to the sales team.

**SKILLS, QUALIFICATIONS & EXPERTISE**
- Demonstrable sector experience (at least 3 years of shipping knowledge preferred)
- Good working knowledge of Microsoft Office or G Suite.
- Articulate, clear oral and written communication skills in English and the local language
- High attention to detail and accuracy
- Lead by example
- Team player

**WHAT WE OFFER**
- 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.
- Permanent Health Insurance (PHI)
- Employee Assistance Programme, with free independent confidential support and virtual GP services
- Private Medical Cover (BUPA) after two years’ service
- Interest free annual travel season ticket loan

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