Our Freightliner Felixstowe team are looking for a Customer Experince Co-ordinator to join us on full-time permanent basis. Reporting to the Customer Experience Manager, you will take ownership of tariff management, dispute and claim investigation and resolution, system management and implementation of streamlining processes across rail, road, and terminals, ensuring that billing activities within G&W UK entities can be achieved in the specified time periods with minimal discrepancies, and that our customers are billed accurately first time. With the help of the Customer Experience Support roles, you will be responsible for delivering clean data to the SSC for processing. You will be responsible for helping to drive down disputes, identifying root causes and working closely with internal stakeholders and the Customer Experience Manager to find resolution and help implement the changes needed to stop reoccurrences. You will engage and be a focal point for customers and internal stakeholders for dispute management and resolution updates, making sure that all is documented and reported through the Customer Experience Manager. Aims and Objectives Support front of house functions to maximise business performance Management of tariffs, ensuring all are correctly communicated, understood and input correctly Ensure all disputes are raised and resolved within the targets set Help to minimise disputes and claims, by identifying root causes and communicating and resolving with internal stakeholders Ensure all billing can be actioned within the correct timeframe to prevent unbilled System management and housekeeping ownership to prevent billing issues Build strong relationships with customers and internal stakeholders Ensure that customers are your first priority & excellent customer service is delivered at all times Compliance with all relevant legislation and internal controls, ensuring SOX compliance is effective Responsibilities Provide the billing team with pre checked, rated and signed off orders across all platforms to be billed within the correct periods and timelines Ensure disputes and claims are collated and resolved within the set timeframes, and reported in a clear concise manner Drive down disputed revenue and prevent further disputes Support front of house teams with tariff housekeeping and administrative tasks Minimise unbilled revenue by management of systems and engaging with internal stakeholders Liaise with customers and internal stakeholders on queries/disputes through to acceptance or resolution. To work in conjunction with the Shared Service Centre to ensure that all revenue earned is accurately and timely invoiced ensuring all services provided are rated as per the agreed tariff Investigate incoming claims and outgoing additional charges and communicate findings. Making sure that accepted claims and additional outgoing charges are actioned and billed To provide weekly/daily/periodic reports detailing specific information as directed by your manager. Build strong relationships with customers and internal stakeholders Help to train colleagues within the team, imparting your knowledge and experience To undertake additional responsibilities as directed Take ownership of targets and objectives set Maintain a strong control framework, in line with agreed SOX controls & best practice KPI’s / Performance Measures Historical Disputes logged vs Historical Dispute resolution New invoicing raised vs new disputes Clearly recording and reporting Dispute route causes Unbilled % driven down per week Days between completion of order to available to bill Days between available to bill vs billed Customer satisfaction % continuous improvement Personal Specification Pro-active, responsive and action orientated Ability to work in a constantly changing & process challenging environment Strong administration skills Deliver to strict & tight deadlines Able to maintain a high level of accuracy while meeting deadlines Proven track record of achieving KPI’s Knowledge of our organisations industry Current system knowledge is an advantage – FLEC, OMS, Datamart, TOPS etc Demonstrate excellent customer service skills Excellent IT skills including MS word/excel Self-motivated, enthusiastic & flexible Good organisational skills Show passion with a ‘can do’ attitude Ability to work well in a team structure & environment, displaying great interpersonal skills