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Imports Ocean Customer Services

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Imports Ocean Customer Services

Job posted by: Michelle Ings.

Import Customer Service Coordinator - OCEAN

Reporting to the Customer Service Manager, the primary goal is providing excellent customer service to our customers and overseas partners.

This includes processing import jobs from booking to delivery, including costing and invoicing and completing all HMRC Customs Clearance requirements for our clients. Working closely with the Commercial Team on development of all Ocean Import freight services.

Import Customer service Coordinator Ocean Team


Prioritise your workflow to ensure all aspects of work are carried out in a timely manner.

Work closely with your colleagues to ensure we maintain the highest possible operational performance and customer service.

Ocean Imports - Develop constructive relationships with key customers and suppliers assisting in resolving any concerns and implementing any corrective action.

Maintain effective communication and relationships with our overseas partners.

  • Ensure all consignments are loaded onto our system prior to/on departure either manually or via EDI checking accuracy of paperwork and information provided.
  • All pre alert documentation must be received from the overseas partners prior to or on the same day of departure.
  • Ensure we have all the relevant information and instructions from customers to complete custom clearance on imports to allow release of cargo.
  • Provide Transport Companies with all the relevant information to ensure customer delivery requirements are met.
  • Ensure you do not import or release orders without receiving all monies owed on non-credit account clients and all Import Duty & Vat have been paid.
  • Ensure all files are costed and invoiced prior to delivery.
  • Liaise with customers and colleagues to ensure all customer spreadsheets and special instructions are followed.
  • Identify and provide early warning to your direct line manager on any issues and problems that could have an adverse effect on deadlines. If not available, escalate to the account manager shown on the client file.
  • Take ownership of accounting issues and queries as and when directed by management, ensuring these are dealt with within 48 hours.
  • Assist with insurance claims in line with company procedures as and when requested by management.
  • Complete weekly & month end routines as directed by your line manager.
  • Ensure all Client SOP's & SLA's are always followed.


Good Ocean freight knowledge on Imports

  • Customs clearance knowledge preferable
  • A pro-active attitude
  • Arranging of deliveries, dealing with hauliers and clients.
  • Excellent customer service skills
  • Destin8 / CNS preferable
  • Excellent communication skills
  • Able to work and meet deadlines.
  • Able to implement and manage systems.
  • Computer literate

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