Customer Administration Coordinator - Export

Ocean Network Express; Ipswich; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Paid annual leave 25 days

Company pension plan with up to 10%

Performance related pay

PHI

Death in service benefit

Employee assistance programme

Private medical cover (BUPA) after two

Cycle to work

Annual health check

Job summary

Ocean Network Express in Ipswich, UK, is seeking a Customer Administration Coordinator - Exports to join our Customer Services team. This role focuses on accurate processing of exports manifests, reporting to the Team Leader Customer Administration, and ensuring service excellence in daily customer interactions.

You will liaise with offshore teams, promote ONE's digital platforms, and work across departments to optimise processes while maintaining KPI targets and cost control.

Qualifications

• Strong customer service mindset with clear communication skills.
• Experience in shipping, logistics, or customer service admin is preferred.
• Solid understanding of import processes and required documentation.
• Comfort with digital platforms and willingness to learn new tools.
• Detail-oriented with strong time management and problem-solving abilities.
• Positive attitude and willingness to learn in a team setting.

Responsibilities

• Process manifests and amendments accurately and on time, complying with regulations.
• Stay updated on industry developments, SOPs, and country regulations.
• Coordinate with offshore teams to resolve queries quickly via in-house tools.
• Communicate with customers via service cloud, live chat, and phone.
• Promote ONE's digital self-service tools to improve efficiency.
• Ensure costs are recovered and invoices raised per SOP.
• Maintain quality standards and KPIs to enhance customer satisfaction.
• Collaborate with multiple departments to optimise processes.
• Build cross-department knowledge to enable cross-functional support.

Skills

Customer service

Shipping knowledge

Documentation

Digital platforms

Time management

Problem solving

Team player

Tools

In-house systems

Job description

Customer Administration Coordinator - Exports

Location: Ipswich, UK

Department: Customer Services

Reports to: Team Leader Customer Administration

Contract: Full time, Permanent

We’re looking for an organised and customer-focused Customer Administration Coordinator - Exports to join our team in Ipswich.

Key Responsibilities

• Timely and accurate processing and submission of manifest and amendments (In compliance with international regulations such as FMC, AMS, JP24, CTPAT etc).


• Keep up to date on industry developments, internal updates, SOP changes and relevant country regulation.


• Liaise and provide support with offshore to ensure any queries are resolved in a timely manner via various in house communication tools.


• Liaise with customers directly via service cloud, live chat and phone to assist is any customer queries.


• Promote the use of ONE's digital platform and self services tools to ensure customer queries are handled efficiently.


• Ensure all costs are recovered and invoices are raised inline with the customer and ONE's SOP.


• Ensure quality standards and KPIs are met to maintain and enhance customers satisfaction.


• Work internally with multiple departments to ensure the most efficient and updated processes are in place.


• To actively build knowledge and understanding of separate roles to enable cross department assistance.

About You

• Strong customer service focus with excellent communication and interpersonal skills.


• Previous experience in shipping, logistics, or a customer service administrative role (preferred).


• Good understanding of import processes and documentation.


• Confident using digital platforms and open to adopting new technologies.


• Detail-oriented with strong time management and problem-solving skills.


• A positive attitude and willingness to learn.


• Team player to work well in a team or on individual tasks.

What We Offer

• Paid annual leave of 25 days per annum in addition to UK public holidays


• Membership of the Company’s Group Pension Plan, into which the Company will contribute up to 10% of basic salary.


• Performance Related Pay - a pay award and discretionary annual bonus linked directly to their performance in addition to annual review


• Permanent Health Insurance (PHI)


• Death in Service Benefit (x8 annual salary)


• Employee Assistance Programme, with free independent confidential support and virtual GP services


• Private Medical Cover (BUPA) after two years’ service


• Interest free annual travel season ticket loan


• Family leave policies enhanced above statutory


• Access to the UK’s Tax-Free Childcare scheme


• Enhanced Company sick pay policy


• Annual Medical Health check


• Annual eye test and contribution towards glasses for VDU prescriptions


• Online employee discount platform including retail, health, leisure, motor and more plus Cycle to work, Taste Card


• Loyalty Award Scheme


• Cycle to Work scheme