Customer Service & Network Coordinator

Romac Logistics Ltd.; Manchester; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Full training and induction on company

Pension and holiday entitlement

Free on-site parking

Job summary

Romac Logistics Ltd. is seeking a Customer Service & Network Coordinator to join our new 24/7 Chesterfield team. The role focuses on monitoring vehicles and drivers, maintaining live delivery visibility, and communicating proactively with customers and transport teams.

You will identify delays early, provide accurate ETAs, and generate reports on delivery performance for internal stakeholders, helping keep customers informed across England and Scotland.

Qualifications

• Experience with Traffic Management Systems (TMS) is required.
• Excellent telephone manner and verbal communication are essential.
• Proactive approach to identifying issues before they arise.
• Ability to take ownership and be accountable for tasks and service issues.
• Strong organisational skills to manage multiple live deliveries.

Responsibilities

• Proactively monitor vehicles and drivers across England and Scotland.
• Maintain live delivery progress against planned times.
• Identify delays early and take ownership of communications.
• Provide customers with proactive delay notifications and revised ETAs.
• Produce on-time delivery and KPI reports for stakeholders.
• Liaise with drivers to obtain updates and confirm delivery details.
• Serve as central point of contact for customer queries.
• Record incidents and service failures accurately in systems.

Skills

TMS experience

Excellent telephone manner

Strong verbal communication

Proactive problem solving

Ownership and accountability

Organisational skills

Excel skills

Reporting and data accuracy

Customer service experience

Tools

Microsoft Excel

Job description

Job Type: Full-time, Permanent
Shift Pattern: 4 on 4 off Days or Nights – 06:00 to 18:00 or 18:00 to 06:00
Salary: £28,000 Days | £30,000 Nights per year
Based: Chesterfield

About Romac Logistics:

At Romac Logistics, people are at the heart of our success. Operating across a nationwide logistics network, we pride ourselves on delivering a reliable and responsive service to our customers while creating an environment where our people can perform at their best.

As our network continues to grow, we are strengthening our central customer service function in Chesterfield with a dedicated team providing 24/7 visibility and support across our UK transport operations.

We are looking for Customer Service & Network Coordinators to join our new 24/7 team based at our Chesterfield office.

This is a fast-paced, operational customer service role with real ownership and accountability. You will be responsible for maintaining visibility of vehicles and drivers operating across our network throughout England and Scotland, proactively tracking deliveries and ensuring customers and internal teams receive accurate and timely information.

Rather than simply reacting when a delivery is already late, we want the team to identify potential service failures before they happen.

You will monitor vehicle progress, identify delays or potential late arrivals at the earliest opportunity and communicate proactively with customers, drivers and transport teams. Providing customers with advance notice, accurate ETAs and regular updates will be a key part of the role.

You will become a central point of communication between our drivers, transport operations and customers, helping ensure everyone has clear and accurate information throughout the delivery journey.

Roles and Responsibilities:

Proactively monitor and track vehicles and drivers operating across the Romac Logistics network throughout England and Scotland.

Maintain live visibility of delivery progress against planned arrival and delivery times.

Identify potential delays and service risks before they result in a late delivery, taking ownership of communication and escalation.

Provide customers with proactive notification of potential delays, revised ETAs and regular progress updates.

Produce accurate on-time delivery, service and KPI reports for customers and internal stakeholders.

Liaise directly with drivers to obtain updates, understand delays and maintain accurate delivery information.

Communicate confidently with transport teams across multiple depots and locations.

Act as a central point of contact for customer queries and operational service updates.

Take ownership of issues from initial identification through to resolution or appropriate escalation.

Ensure all incidents, delays and service failures are accurately recorded and communicated.

Monitor trends and recurring service issues, supporting the wider operation in identifying opportunities for improvement.

Maintain accurate records across company systems, trackers and customer reporting platforms.

Provide a professional and consistent service across the full 24/7 operation.

Skills and Experience:

Previous experience working with TMS (Traffic Management Systems)

Excellent telephone manner and strong verbal communication skills.

Confidence communicating with drivers, transport operations and customers at all levels.

A proactive approach – you naturally look ahead and identify problems before they elevate.

Strong ownership and accountability for tasks and service issues.

Excellent organisational skills and the ability to manage multiple live deliveries and priorities simultaneously.

The ability to remain calm, professional and solutions-focused under pressure.

Strong attention to detail when recording information and producing reports.

Good Microsoft Excel skills and confidence working across multiple systems.

Strong written communication skills for customer updates, reports and incident communication.

Previous experience within customer service, transport, logistics, fleet monitoring or another fast-paced operational environment would be advantageous.

Experience within a 24/7 transport or logistics operation would be particularly beneficial.

What We Offer:

£28,000 salary for day positions.

£30,000 salary for night positions.

Full training and induction on company systems and network operations.

The opportunity to play a key role within a new 24/7 central support function.

Opportunities for development and progression within a growing logistics operation.

Company pension and holiday entitlement.

Free on-site parking.