Join our Felixstowe team as an IML Cutomer Exteprince Co-ordinator on full-time, permanent basis. Job Purpos e 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 tim e. 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 reoccurrenc es. 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 Mana ger. Aims and Objec tives Support front of house functions to maximise business perfo rmanceManagement of tariffs, ensuring all are correctly communicated, understood and input cor rectlyEnsure all disputes are raised and resolved within the targe ts setHelp to minimise disputes and claims, by identifying root causes and communicating and resolving with internal stakeh oldersEnsure all billing can be actioned within the correct timeframe to prevent un billedSystem management and housekeeping ownership to prevent billing issuesBuild strong relationships with customers and internal stakeh oldersEnsure that customers are your first priority & excellent customer service is delivered at all timesCompliance with all relevant legislation and internal controls, ensuring SOX compliance is eff ective Responsib ilitiesProvide the billing team with pre checked, rated and signed off orders across all platforms to be billed within the correct periods and ti melinesEnsure disputes and claims are collated and resolved within the set timeframes, and reported in a clear concise mannerDrive down disputed revenue and prevent further d isputesSupport front of house teams with tariff housekeeping and administrativ e tasksMinimise unbilled revenue by management of systems and engaging with internal stake holdersLiaise with customers and internal stakeholders on queries/disputes through to acceptance or reso lution.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 tariffInvestigate incoming claims and outgoing additional charges and communicate findings. Making sure that accepted claims and additional outgoing charges are actioned and billedTo provide weekly/daily/periodic reports detailing specific information as directed by your m anager.Build strong relationships with customers and internal stake holdersHelp to train colleagues within the team, imparting your knowledge and exp erienceTo undertake additional responsibilities as d irectedTake ownership of targets and objecti ves setMaintain a strong control framework, in line with agreed SOX controls & best p ractice KPI’s / Performance MeasuresHistorical Disputes logged vs Historical Dispute re solutionNew invoicing raised vs new disputesClearly recording and reporting Dispute rout e causesUnbilled % driven down per weekDays between completion of order to available to billDays between available to bill v s billedCustomer satisfaction % continuous imp rovement