Customer Service Coordinator NEW

Newcastle Upon Tyne, Tyne And Wear
Kevin Theobald Employment Agency

To provide a high level of customer service to clients by managing customer enquiries, tracking shipments, resolving issues, and coordinating with internal departments and external suppliers to ensure the smooth movement of freight. The role acts as a key point of contact for customers and supports the delivery of excellent service across air, sea, road and customs operations.

Mon to Fri Salary 26-36k depending on experience, Location Newcastle

Duties Include:

• Act as the primary point of contact for allocated customers.
• Respond to customer enquiries promptly and professionally.
• Provide accurate shipment updates and status reports.
• Handle customer complaints and service issues, ensuring timely resolution.
• Build and maintain strong customer relationships.
• Ensure customer requirements are understood and communicated effectively to operational teams.
• Monitor shipments from collection through to final delivery.
• Liaise with airlines, shipping lines, hauliers, customs brokers and overseas agents.
• Proactively identify and communicate delays or service issues.
• Support import, export and domestic freight operations as required.
• Ensure all customer instructions are accurately recorded and actioned.
• Maintain accurate records within the company operating system.
• Prepare and distribute reports, shipment documentation and KPI data as required.
• Ensure compliance with company procedures, customer SOPs and regulatory requirements.
• Support billing processes by ensuring shipment information is complete and accurate.
• Work closely with Operations, Customs, Warehouse and Sales teams.
• Participate in customer review meetings where required.
• Support continuous improvement initiatives to enhance service levels.
• Escalate service concerns and risks to management appropriately.

Key Skills:

• Previous experience within freight forwarding, logistics or supply chain.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• Ability to prioritise workload in a fast-paced environment.
• Good attention to detail and accuracy.
• Proficient in Microsoft Office applications.
• Experience of airfreight, ocean freight or road freight operations.
• Knowledge of customs procedures and international shipping documentation.
• Experience using freight forwarding operating systems.