Customer Experience Coordinator

maarten van schaik photography; Felixstowe; On-site; GBP 30,000; Full time

Job description

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

1. Ensure all tariffs are correctly communicated and entered into systems.
2. Provide the billing team with pre-checked and approved orders for timely processing.
3. Minimize unbilled revenue through effective system management.
4. Support the Shared Service Centre to ensure all services are accurately invoiced.

Dispute Resolution

1. Investigate and resolve billing disputes within target timeframes.
2. Identify root causes of recurring disputes and implement solutions.
3. Document all dispute resolutions and report progress to management.
4. Process approved claims and additional charges promptly.

Customer Relations

1. Serve as the main point of contact for customers regarding billing inquiries.
2. Build strong relationships with customers and internal stakeholders.
3. Provide excellent customer service at all times.
4. Communicate effectively with customers about dispute status and resolutions.

Reporting & Compliance

1. Generate regular reports on billing status and dispute resolution.
2. Ensure compliance with relevant legislation and internal controls.
3. Maintain SOX compliance in all billing activities.
4. Track and report on key performance indicators.

Requirements

1. Strong attention to detail and accuracy.
2. Excellent customer service skills.
3. Proficiency with MS Office (particularly Excel).
4. Ability to work under pressure and meet deadlines.
5. Self-motivated with a positive 'can-do' attitude.
6. Experience with systems like FLEC, OMS, Datamart, and TOPS is advantageous.
7. Knowledge of transportation/logistics industry preferred.