Customer Service Administrator

Customer Service Administrator - London Gateway - Up to £32,000

The Customer Service Administrator is responsible for delivering high quality administrative and customer service support to ensure the efficient coordination of transport operations.

The role involves liaising with customers, operators, drivers, planning teams, shipping lines, and depots to maintain effective communication, resolve operational queries, and ensure bookings and container movements are managed accurately and efficiently.

Job Type: Permanent

Salary: Up to £32,000

Key Responsibilities

Act as the primary point of contact for customers, operators, and drivers, providing timely information and ensuring the smooth flow of daily operations.
Provide operational and administrative support to the Day 1 team, transport operators, and drivers.
Maintain clear and effective communication across multiple platforms, including email, telephone, and customer portals.
Process export bookings and carry out vessel checks to ensure shipment accuracy.
Verify twinned containers by checking Proof of Deliveries (PODs) and confirming bookings with shipping lines to ensure containers are allocated to the correct shipments.
Review shipment special instructions (including Wooden Floor, CDOF, Food Grade, and other cargo requirements) and ensure all relevant remarks are accurately recorded and communicated.
Respond promptly to on-site operational queries and resolve issues in collaboration with relevant departments.
Submit additional charges where applicable and proactively advise customers of potential demurrage charges.
Meet departmental performance targets while adhering to customer specific procedures and service level agreements.
Process depot amendments and liaise closely with the planning team to ensure operational accuracy.
Manage off hire and container checks, ensuring the correct SCAC codes are applied for all shipping lines.
Review shipment information, verify container sizes, assess reload opportunities, and monitor container age to support effective planning.
Conduct stock checks with storage depots to ensure containers booked under company accounts are accurately tracked and prevent loss within the system.
Maintain customer portals and utilise Electronic Data Interchange (EDI) systems to ensure customers receive accurate and up-to-date shipment information.
Prepare and distribute the daily VIP customer list to operators and management and maintain the VIP Customer List document for future bookings.
Ensure shared mailboxes are effectively managed, with emails categorised, prioritised, and actioned appropriately.
Carry out location suitability checks for house moves and London deliveries to confirm accessibility for Heavy Goods Vehicles (HGVs).
Perform general administrative duties to support customer requirements and the wider operations team.
Maintain accurate records and ensure compliance with company procedures and customer requirements.

Skills and Experience

Experience within the transport, logistics, shipping, or container industry is essential.
Previous experience in a customer service or administrative role.
Excellent organisational and time management skills.
Strong communication skills, both written and verbal.
Ability to prioritise workload and work effectively under pressure.
High level of accuracy and attention to detail.
Proficient in Microsoft Office applications, particularly Outlook, Excel, and Word.
Ability to build positive working relationships with customers, colleagues, and external partners.
Knowledge of export bookings, shipping line procedures, container management, and depot operations.
Experience using customer portals, transport management systems, and EDI platforms.WR Logistics are a leading recruitment partner for the logistics and supply chain industry, recruiting across the UK, Europe, and the USA for permanent opportunities.

WR Logistics is acting as an Employment Agency in relation to this vacancy