Customer Administration Coordinator - Intra

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

Benefits offered by this job

25 days annual leave

Group Pension Plan with up to 10%

Performance Related Pay / Annual Bonus

Permanent Health Insurance

Death in Service Benefit

Private Medical Cover after 2 years

Cycle to Work Scheme

Online employee discount platform

Job summary

Ocean Network Express in Ipswich is seeking a Customer Administration Coordinator - Intra to join our Customer Services team. You will manage manifests and amendments, ensuring compliance with international regulations, and coordinate with offshore colleagues to resolve queries.

You will engage directly with customers via our service cloud and live chat, promote self-service tools, and help keep costs and invoices aligned with SOPs while driving high service quality.

Qualifications

• Experience in shipping, logistics, or a customer service administration role.
• 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.
• Positive attitude and willingness to learn.
• Team player to work well in a team or on individual tasks.

Responsibilities

• Timely and accurate processing of manifests and amendments in compliance with regulations.
• Stay up to date on industry developments and SOP changes.
• Liaise with offshore teams to resolve queries promptly.
• Engage with customers via service cloud, live chat and phone.
• Promote ONE's digital platform and self-service tools.
• Ensure costs are recovered and invoices raised per SOP.
• Meet quality standards and KPIs to enhance customer satisfaction.
• Collaborate with multiple departments to optimise processes.
• Build knowledge of roles to enable cross-department assistance.

Skills

Customer service

Communication skills

Time management

Problem-solving

Teamwork

Attention to detail

Tools

Service Cloud

Job description

Job Purpose

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

Location: Ipswich, UK

Department: Customer Services

Reports to: Team Leader Customer Administration

Contract: Full time, Permanent

• 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 (Desirable).
• 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