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Customer Service Coordinator

2 months ago

Felixstowe, United Kingdom Stobart Full time
Job Description

We are currently seeking a Customer Service Coordinator to join our team at our Felixstowe site. Reporting to the Customer Service Supervisor, the Customer Service Coordinator will maximise sales by providing a high level of customer service to all customers.

Working hours: Monday to Friday, 08:00 - 17:00

Salary: Up to £26,500 Per Annum

Key Duties of a Customer Service Coordinator:

  • Ensure customers are always treated in a friendly and polite manner.
  • Ensure every customer is acknowledged/greeted in a polite and friendly manner.
  • Ensure that service given to customer is efficient and accurate at all times.
  • Assist customers with their enquiries to the satisfaction of the Company.
  • Be fully trained to 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.

Qualifications

  • 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


Additional Information

As part of our drive to make Stobart a great place to work. We are proud to be an inclusive and diverse organisation where 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.

Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

  • Annual Leave – 20 days plus 8 days Bank Holiday
  • Pension scheme – we want colleagues to enjoy a comfortable retirements so we offer a great contribution of 5% employee and 3% employer
  • Life Assurance -  x 2 your annual salary 
  • Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year
  • Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses
  • Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
  • Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings

If you meet the requirements for the above role and are looking for your next career opportunity please apply now and become a part of our #WinningTeam