Job Purpose
The main purpose of this role is the day-to-day handling of Export shipments sailing from the UK on WEC Lines Deep or Short Sea services.
The successful candidate will be responsible for delivering excellent customer service, ensuring customers are kept informed throughout the shipment process, and supporting the smooth and efficient movement of cargo.
Key Responsibilities
- Deliver a high standard of customer service via telephone and email, handling enquiries, resolving issues, and managing customers professionally
- Build and maintain strong customer relationships to support customer retention and identify opportunities for the commercial team
- Coordinate bookings with overseas offices and keep customers updated on shipment progress
- Arrange collections, deliveries and container releases with customers and transport team
- Book deliveries in Odyssey (WEC system) and provide accurate information to our internal transport team for them to liaise with hauliers direct to secure deliveries
- Work closely with the transport department to maximise operational efficiency while maintaining customer satisfaction
- Monitor deliveries and collections, proactively communicating delays, late runners or delivery issues to customers and stakeholders
- Arrange re-bookings or alternative solutions where required
- Complete manifests accurately and within required timescales, liaising with overseas agencies where necessary
- Communicate vessel delays, rollovers, and schedule changes to UK customers and ensure amendments are completed promptly
- Carry out operational tasks accurately and within agreed deadlines, including deliveries, collections and merchant haulage requests
- Maintain up-to-date knowledge of internal systems, shipping services, legislation, and maritime regulations
- Work collaboratively with colleagues across departments to ensure a “best-in-class” customer experience
- Proactively communicate with other departments to ensure ‘best-in-class’ customer service
- Develop positive working relationships with head office teams, overseas agencies, suppliers, and customers
- Support continuous improvement by identifying ways to enhance customer service and operational processes
- Issue invoices for UK charges through Odyssey and ensure payment is received from non-credit customers
- Ensure all release requirements are meet prior to cargo release, including payment confirmation, Bills of Lading, Customs clearance, and Letters of Indemnity where applicable
- Handle customs clearance information on behalf of the customers
- Provide holiday and absence cover for colleagues when required
- Carry out any other duties reasonably requested by the business
Skills and Experience
- Good understanding of Import/Export shipping procedures
- Knowledge of Deep Sea and/or Short Sea shipping operations
- Basic understanding of Customs procedures
- Experience using port systems such as Destin8 and CNS
- Professional and confident telephone manner and e-mail etiquette
- Excellent customer service and communication skills
- Strong written and verbal communication abilities
- High attention to detail and accuracy in data entry
- Ability to work under pressure and manage multiple priorities
- Organised and able to work independently as well as part of a team
- Good working knowledge of Microsoft Office, including Word, Excel and Outlook
Pay: From £24,454.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Life insurance
- Private medical insurance
- Sick pay
Work Location: In person
