Customer Experience Coordinator Felixstowe
£30K
25 days annual leave + Bank Holidays
Hours: 8-5pm
Company pension scheme
Free parking
One of the UKs 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
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