Job Description
About the Role
We are looking for a proactive and customer-focused Customer Service Coordinator to act as the first point of contact for our customers. You will play a key role in resolving queries related to the receiving, storing, and shipping of goods while building strong relationships with key accounts and supporting the wider sales and operations teams.
Key Responsibilities
* Act as the first point of contact for all customers, using the most appropriate communication method (telephone, email, MS Teams, or written correspondence).
* Build and maintain strong working relationships with key customers to support retention and identify new business opportunities.
* Communicate with customers to gather information and ensure all requirements are met accurately and efficiently.
* Liaise with customers and the Customs Department to ensure all documentation is received within agreed timeframes.
* Coordinate with overseas agents and partners to monitor the progress of customer orders and provide timely updates.
* Support the Sales team by handling, processing, and following up on rate quotations within management-set timescales.
* Proactively contact customers to assist with queries, providing advice on ETAs, vessel details, expected deliveries, and other requirements in a professional manner.
* Act as the focal point for all queries from Key Account customers.
* Carry out any additional duties required to ensure the smooth and efficient operation of the department.
Continuous Improvement
* Work closely with the Operations team to continuously improve processes and overall business performance.
* Support and adapt to changes within the role to help drive the department and business forward.
* Work towards achieving personal objectives set during appraisals and through monthly or quarterly targets.
Key Performance Indicators
* Achievement of agreed individual objectives.
* Full understanding of and adherence to all Woodland policies and procedures relevant to the role.
About You
* Strong customer service and communication skills.
* Highly organised with the ability to manage multiple priorities.
* Confident working with customers, internal teams, and overseas partners.
* Proactive, professional, and solutions-focused.
* Experience within logistics, shipping, or freight forwarding is desirable but not essential.