Customer Experience Coordinator – Felixstowe
£30K
25 days annual leave + Bank Holidays
Hours: 8-5pm
Company pension scheme
Free parking
One of the UK’s largest maritime intermodal logistics operators is seeking an experienced Customer Experience Coordinator to join their busy team. The company has locations across Europe and the UK.
You will be working closely with the Customer Experience Manager
As the Customer Experience Co-ordinator, you will manage tariffs, resolve billing disputes, and ensure accurate customer billing across rail, road, and terminal operations. You'll work closely with the Customer Experience Support team to provide clean data for processing, reduce billing discrepancies, and serve as the main contact for customers regarding billing inquiries.
Key Responsibilities
Billing & Tariff Management
* Ensure all tariffs are correctly communicated and entered into systems
* Provide the billing team with pre-checked and approved orders for timely processing
* Minimize unbilled revenue through effective system management
* Support the Shared Service Centre to ensure all services are accurately invoiced
Dispute Resolution
* Investigate and resolve billing disputes within target timeframes
* Identify root causes of recurring disputes and implement solutions
* Document all dispute resolutions and report progress to management
* Process approved claims and additional charges promptly
Customer Relations
* Serve as the main point of contact for customers regarding billing inquiries
* Build strong relationships with customers and internal stakeholders
* Provide excellent customer service at all times
* Communicate effectively with customers about dispute status and resolutions
Reporting & Compliance
* Generate regular reports on billing status and dispute resolution
* Ensure compliance with relevant legislation and internal controls
* Maintain SOX compliance in all billing activities
* Track and report on key performance indicators
Requirements
* Strong attention to detail and accuracy
* Excellent customer service skills
* Proficiency with MS Office (particularly Excel)
* Ability to work under pressure and meet deadlines
* Self-motivated with a positive "can-do" attitude
* Experience with systems like FLEC, OMS, Datamart, and TOPS is advantageous
* Knowledge of transportation/logistics industry preferred
* Customer Experience Coordinator – Felixstowe
* £30K
* 25 days annual leave + Bank Holidays
* Hours: 8-5pm
* Company pension scheme
* Free parking