Customer Service Coordinator (Felixstowe, UK)

Are you a customer-focused shipping professional with a passion for delivering exceptional service and ensuring the smooth movement of cargo? Then we are looking for you!

About the role

In this varied and dynamic role, you are responsible for the day-to-day coordination of import and export shipments across WEC Lines UK’s Deep Sea and Short Sea services. You play a key role in delivering an excellent customer experience by ensuring shipments are managed accurately, customers are kept informed throughout the transport process and operational activities are completed efficiently.

Key tasks and responsibilities

• Deliver a high standard of customer service via telephone and email, handling enquiries professionally and efficiently
• Build and maintain strong customer relationships while identifying commercial opportunities
• Coordinate import and export bookings with customers and overseas offices
• Arrange collections, deliveries and container releases in cooperation with customers and the in-house transport team
• Process delivery bookings in Odyssey and provide accurate information to the transport team
• Liaise with the transport team to ensure deliveries are completed efficiently and customer expectations are met
• Proactively monitor shipments and communicate delays, vessel changes, late arrivals and delivery issues
• Arrange re-bookings or alternative transport solutions where required
• Prepare manifests accurately and within agreed deadlines
• Communicate vessel delays, rollovers and schedule changes to customers and update documentation accordingly
• Process operational activities, including deliveries, collections and merchant haulage requests
• Ensure cargo release requirements are fulfilled, including payment confirmation, Bills of Lading, Customs clearance and Letters of Indemnity where applicable
• Process Customs clearance information on behalf of customers where required
• Raise freight and ancillary invoices in Odyssey and ensure payment is received from non-credit customers
• Maintain up-to-date knowledge of company systems, shipping services, Customs requirements and relevant legislation
• Work closely with colleagues across departments to deliver a best-in-class customer experience
• Identify opportunities to improve customer service and operational processes

What you bring

• Experience within Import and/or Export shipping operations
• Good understanding of Deep Sea and/or Short Sea shipping procedures
• Knowledge of UK Customs procedures
• Experience with port systems such as Destin8 and CNS
• Excellent customer service skills with a professional and confident telephone manner
• Strong written and verbal communication skills
• High level of accuracy and attention to detail
• Excellent organisational and time management skills
• Ability to prioritise workload and perform effectively under pressure
• Able to work independently while contributing positively within a team environment
• Good knowledge of Microsoft Office, particularly Outlook, Excel and Word
• Customer-focused, proactive and commercially aware
• Strong problem-solving skills with a continuous improvement mindset
• Adaptable, resilient and a true team player

What we offer

• A competitive salary.
• A supportive and dynamic working environment.
• Opportunities for continuous professional development and career progression.
• Pension Scheme, Private Health Insurance, Medicash and Life assurance.

Ready to set sail with us?

If you are a customer-focused professional with a passion for the maritime industry and a desire to make an impact, we want to hear from you. Please submit your CV and a compelling cover letter outlining your relevant experience to tina.king@weclines.com.

Please only apply if you already live in The United Kingdom and have official permission to work here.