Home Vacancies Customer Service (imports) W.E.C. Lines

Customer Service (imports) W.E.C. Lines



10th January 2022

Job Title
Customer Service (Imports)
Reports into
Imports Manager

Job Purpose

The main purpose of this role is the day-to-day handling of Import shipments arriving at the UK on W.E.C. deep sea or short sea service.  The job holder is responsible for keeping customers informed of all that is relevant to their shipment and providing ‘best-in-class’ customer service.  Whilst ensuring that W.E.C. Lines charges are recovered, systems kept up to date and clear reporting of information is handling appropriately.

Main Duties and Responsibilities

  • Provide exceptional customer service via telephone and e-mail. Assist customers with their enquiries, provide solutions to issues arising and deal with customer complaints in a professional manner. You may on occasion be required to meet with clients.
  • Maintain and enhance customer satisfaction levels to ensure customer retention and create sales opportunities for the commercial team. Keep commercial team informed of issues
  • Make bookings with overseas offices and keep the client informed.
  • Liaise with customers to arrange deliveries and release of containers. Book deliveries in Odyssey and advise Transport. Check transport call-over to ensure that dates, times and destinations are correct.
  • Work closely with transport department to ensure we maximising our transport opportunity whilst maintain customer satisfaction.
  • Check deliveries daily and advise customers and other stakeholders of late runners and delivery issues and arrange re-bookings or provide other solutions as required.
  • Manifest in a timely manner and work with overseas agencies to ensure accuracy of bookings.
  • Communicate rollovers/vessel delays to UK customers and ensure amendments are completed.
  • Complete all operational functions in a timely manner and to a high level of accuracy (deliveries, collections, merchant own haulage requests)
  • Maintain thorough knowledge of internal/external systems and services, as well as legislation and maritime regulations.
  • Proactively communicate with other departments to ensure ‘best-in-class’ customer service
  • Develop and maintain a good rapport with colleagues in the Head Office and with trade, overseas agencies, suppliers and customers
  • Suggest ways to improve customer service and running of operations and support continuous improvement in everything we do
  • Issue invoices for charges payable in the UK through Odyssey and ensure that payment has been received from non-credit customers
  • Ensure all criteria is met before release of shipment and release to the correct party (payment in advance for non-credit customers, Bills of Lading, Customs release and Letter of Indemnity)
  • Handle customs clearance information on behalf of the client
  • Provide cover for colleagues during holiday and sickness
  • Any other duties that may be reasonably required by the business

Person Profile, Skills and Experience

  • Good understanding of Import shipping procedures
  • Good deep sea and/or short sea shipping knowledge
  • Basic understanding of customs procedures
  • Good knowledge of port systems Destin8 and CNS
  • Good knowledge of Odyssey system
  • Professional and confident telephone manner and e-mail etiquette
  • Excellent customer service skills
  • Clear written and verbal communication skills
  • Attention to detail and high level of data input accuracy
  • Ability to solve problems and work under pressure
  • Organised and able to work on own initiative
  • Good working knowledge of Microsoft Office: Word, Excel and Outlook


TBA - info to be added ASAP  

Closing Date

The closing date for this job offer is on 31/01/2022

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