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Job description

Operations & Customer Service Coordinator. We are looking for an experienced and motivated individual to join our busy Operations Division. The successful candidate will play an important role in the day-to-day running of our operation, coordinating customer bookings, shipments, collections and deliveries while ensuring our customers receive a professional and reliable service. This is a fast-paced role that requires someone who can work under pressure, prioritise effectively and communicate confidently with customers, drivers, airlines and internal teams. We are looking for someone who takes ownership of their work, has attention to detail and can work both independently and as part of a team.

Responsibilities

• Receive and process customer bookings and create shipments accurately and efficiently.
• Coordinate and book shipments with various airlines and transport providers.
• Monitor shipments from booking through to collection and delivery.
• Coordinate collections and deliveries, ensuring information is communicated accurately and in a timely manner.
• Monitor and update shipment and delivery statuses.
• Deal with customer queries by telephone and email in a professional and helpful manner.
• Proactively follow up customer queries and operational issues to ensure they are resolved promptly.
• Liaise with customers, drivers, airlines, suppliers and internal departments to ensure the smooth movement of shipments.
• Identify and resolve operational issues quickly and effectively.
• Ensure customers are kept informed of any delays, changes or issues affecting their shipments.
• Maintain accurate records and ensure all operational information is updated correctly.
• Support the wider Operations team with the day-to-day running of the department.
• Work closely with the warehouse and transport teams to ensure collections and deliveries are completed successfully.
• Assist with improving operational processes and maintaining high levels of customer service.
• Take responsibility for tasks from start to finish and ensure they are completed within required timescales.
• Participate in the on-call rota, approximately once every 6 to 7 weeks. On-call duty is paid at an additional £100 per week.

Skills and Qualifications

Essential Skills

• Customer service skills with a professional telephone manner.
• Strong organisational and time-management skills.
• Excellent attention to detail.
• Ability to work effectively under pressure in a fast-paced environment.
• Communication skills, both written and verbal.
• Must be PC literate and comfortable using Microsoft Excel and other computer-based systems.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Ability to use initiative and resolve problems.
• Ability to work effectively as part of a team.

Desirable Skills

• Full training will be provided on our systems and processes, but previous logistics or freight experience would be advantageous.

Further Information

What We Are Looking For: The ideal candidate will be someone who wants to build a long-term career within Operations and Logistics. You will need to be organised, dependable and confident dealing with customers and operational challenges. No two days are necessarily the same, so the ability to remain calm, prioritise and find solutions is essential. Most importantly, we are looking for someone who takes ownership. We need a person who will see an issue, deal with it and follow it through rather than waiting for someone else to resolve it.