Customer Service Co-ordinator

Routes To Work South; Bothwell; Hybrid; GBP 22,000 - 29,000; Full time

Job summary

Routes To Work South in Bothwell is seeking a Customer Service Co-ordinator to act as the main contact for customers, coordinating deliveries and collections and supporting our transport and operations teams to keep shipments running smoothly.

This fast-paced role calls for excellent communication, strong organisation and proactive problem-solving, with meticulous attention to detail and a customer-focused approach.

Qualifications

• Excellent written and verbal communication skills.
• Strong organisational and time management abilities.
• Proactive problem-solving approach.
• Calm, professional under pressure.
• Excellent attention to detail and accuracy.
• Good IT skills and quick to learn new systems.
• Able to work independently and within a team.
• Positive, professional attitude focused on customers.

Responsibilities

• Coordinate customer orders, deliveries, collections and transport requirements.
• Liaise with drivers, hauliers, warehouses and internal teams to ensure on-time shipments.
• Monitor deliveries and communicate delays or issues to customers.
• Respond to customer enquiries by phone and email promptly.
• Investigate and resolve customer complaints and service queries.
• Maintain accurate customer, order and shipment data in systems.
• Process delivery documentation and proofs of delivery.
• Provide customers with updates on shipment status and delivery times.
• Work with transport and planning teams to resolve operational issues.
• Build and maintain relationships with customers and key contacts.
• Escalate complex issues to resolution.
• Support wider team with admin and operational tasks.
• Identify opportunities to improve customer service processes.

Skills

Communication

Organisation

Problem-solving

Customer-focused

IT skills

Tools

Microsoft Office

Job description

Job Specifics

• Reference No: LO432
• Location: Bothwell
• Hours: Full Time
• Salary: D.O.E
• Closing Date: Friday 27th November 2026
• Why should you apply for this role: A thriving and well-established company

Job Overview

For over 3 decades now our company have provided Logistics and Storage solutions to our customers in the UK, Europe and Worldwide.Our experienced staff and comprehensive network of professional partners allow us to offer unrivalled service 24 hours a day, 365 days a year.

We require a Customer Service Co-ordinator who will be the main point of contact for customers, coordinating deliveries and collections, responding to enquiries, resolving issues and working closely with our transport and operations teams to ensure everything runs smoothly.

This is a fast-paced role that requires excellent communication, organisation and problem-solving skills.

Main Duties & Responsibilities

Key Tasks

• Coordinate customer orders, deliveries, collections and transport requirements.
• Liaise with drivers, hauliers, warehouses and internal operations teams to ensure shipments are completed on time.
• Monitor deliveries and proactively communicate any delays, changes or issues to customers.
• Respond to customer enquiries by phone and email in a timely and professional manner.
• Investigate and resolve customer complaints, delivery issues and service queries.
• Maintain accurate customer, order and shipment information within company systems.
• Process delivery documentation, proof of delivery and other relevant paperwork.
• Provide customers with accurate updates on shipment status and expected delivery times.
• Work closely with the transport and planning teams to identify and resolve operational issues.
• Build and maintain strong relationships with customers and key contacts.
• Escalate complex issues when required and ensure they are followed through to resolution.
• Support the wider team with administrative and operational tasks as required.
• Identify opportunities to improve customer service processes and overall customer experience.

Employer Expectations Skills/Knowledge/Experience

• Excellent communication skills, both written and verbal.
• Strong organisational and time-management skills.
• A proactive approach to solving problems.
• The ability to remain calm and professional under pressure.
• Excellent attention to detail and accuracy.
• Good IT skills, including Microsoft Office and the ability to learn new systems quickly.
• The ability to work effectively both independently and as part of a team.
• A positive, professional and customer-focused attitude.