Customer service freight forwarding

We are looking for a proactive and customer-focused Customer Service Coordinator to act as the first point of contact for our customers. You will play a key role in resolving queries related to the receiving, storing, and shipping of goods while building strong relationships with key accounts and supporting the wider sales and operations teams.

• Act as the first point of contact for all customers, using the most appropriate communication method (telephone, email, MS Teams, or written correspondence).
• Build and maintain strong working relationships with key customers to support retention and identify new business opportunities.
• Communicate with customers to gather information and ensure all requirements are met accurately and efficiently.
• Liaise with customers and the Customs Department to ensure all documentation is received within agreed timeframes.
• Coordinate with overseas agents and partners to monitor the progress of customer orders and provide timely updates.
• Support the Sales team by handling, processing, and following up on rate quotations within management-set timescales.
• Proactively contact customers to assist with queries, providing advice on ETAs, vessel details, expected deliveries, and other requirements in a professional manner.
• Act as the focal point for all queries from Key Account customers.
• Carry out any additional duties required to ensure the smooth and efficient operation of the department.

• Work closely with the Operations team to continuously improve processes and overall business performance.
• Support and adapt to changes within the role to help drive the department and business forward.
• Work towards achieving personal objectives set during appraisals and through monthly or quarterly targets.

• Achievement of agreed individual objectives.
• Full understanding of and adherence to all Woodland policies and procedures relevant to the role.

• Strong customer service and communication skills.
• Highly organised with the ability to manage multiple priorities.
• Confident working with customers, internal teams, and overseas partners.
• Proactive, professional, and solutions-focused.
• Experience within logistics, shipping, or freight forwarding is desirable but not essential.