Import Customer Service Coordinator

American President Lines; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual leave with holiday buy scheme

Pension and life assurance

Employee benefits platform discounts

Job summary

CEVA Logistics UK&I is seeking an Import Customer Service Coordinator for our Air Operations team in Hounslow. You will manage import airfreight shipments, act as the main customer contact, and ensure seamless progress from arrival to delivery.

You will coordinate with customs, suppliers, and internal teams, supporting clearance procedures and providing proactive shipment updates. The role emphasizes strong communication, problem solving, and KPI-driven service.

Qualifications

• Experience in air import freight forwarding operations.
• Knowledge of CDS customs clearance procedures.
• Strong communication and organizational skills.

Responsibilities

• Act as the primary point of contact for customers, providing exceptional service and regular shipment updates.
• Support customs clearance procedures and liaise with relevant parties to ensure smooth import processing.
• Confirm delivery requirements and coordinate with suppliers, carriers, and internal teams to meet customer expectations.
• Proactively monitor shipment progress and communicate any delays, issues, or exceptions in a timely manner.
• Build and maintain strong relationships with customers through effective communication and problem resolution.
• Investigate operational and financial discrepancies, identify root causes, and implement practical solutions.
• Support billing and invoicing processes by ensuring all quotes, costs, and billing instructions are accurate and complete.
• Take ownership of customer queries, requests, and complaints, delivering swift and effective resolutions.
• Participate in internal and external conference calls, confidently presenting shipment updates and operational information.

Skills

Customer service

Logistics

Import freight

CDS clearance

Job description

Job Title: Import Customer Service Coordinator

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

At CEVA Logistics, weRise inMotion. Your career is always on the move,growingas fast and as far as your ambition takes you. Join a global team ofnearly 200nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job.It’s a journey on which you rise.

YOUR ROLE

We are looking for an enthusiastic Import Customer Service Coordinator with a passion for customer service to join our growing Air Operations team in Hounslow. Reporting to the Air Import Manager, you will play a key role in managing import airfreight shipments, acting as the main point of contact for customers and ensuring a seamless experience from shipment arrival through to final delivery. Working closely with customers, customs, and operational teams, you will support customs clearance procedures, coordinate delivery requirements, monitor shipment progress, and provide regular updates throughout the import process. You will build strong customer relationships, resolve queries efficiently, and contribute to the smooth and accurate management of all operational and financial processes.

You will act as a key point of contact for customers, managing export orders from receipt through to completion, ensuring all shipments are processed within agreed service levels and customer KPIs. Working closely with operational teams and shared service colleagues, you will build strong customer relationships, provide proactive shipment updates, and help identify opportunities to enhance service delivery and support business growth.

WHAT ARE YOU GOING TO DO?

• Act as the primary point of contact for customers, providing exceptional service and regular shipment updates.
• Support customs clearance procedures and liaise with relevant parties to ensure smooth import processing.
• Confirm delivery requirements and coordinate with suppliers, carriers, and internal teams to meet customer expectations.
• Proactively monitor shipment progress and communicate any delays, issues, or exceptions in a timely manner.
• Build and maintain strong relationships with customers through effective communication and problem resolution.
• Investigate operational and financial discrepancies, identify root causes, and implement practical solutions.
• Support billing and invoicing processes by ensuring all quotes, costs, and billing instructions are accurate and complete.
• Take ownership of customer queries, requests, and complaints, delivering swift and effective resolutions.
• Participate in internal and external conference calls, confidently presenting shipment updates and operational information.

WHAT ARE WE LOOKING FOR?

We are looking for a highly organised and customer-focused logistics professional with experience in air import freight forwarding operations. You will have a solid understanding of how an import airfreight department functions and ideally possess knowledge of CDS customs clearance procedures.

The successful candidate will be comfortable working in a fast-paced environment, managing multiple priorities while maintaining excellent attention to detail. You are a proactive problem solver who enjoys investigating issues, finding practical solutions, and keeping customers informed throughout the shipment journey. Strong communication skills, business-level written correspondence, and the confidence to engage with both customers and internal stakeholders are essential.

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey.

• competitive annual leave entitlement with a fantastic holiday buy scheme
• pension and life assurance
• access to an employee benefits platform that offers discounts on gym memberships and money off vouchers for a diverse range of retail, travel and hospitality brands

There’s no doubt that you will be compensated for your hard work and commitment.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

CEVA Logistics UK&I is committed to attracting, acquiring and retaining the best possible candidates in an equal and inclusive way that is consistent with employment legislation and best practice. We aim to select the best available person for every vacancy irrespective of age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs, sex, sexual orientation, gender reassignment and marital or civil partnership status.

Please note that candidates will be subject to the necessary right to work checks for the UK and Ireland.

Information at a Glance

Rise in motion with CMA CGM Group: where ambition meets opportunity.

Join a global team of nearly 200 nationalities, shaping the future of global trade, moving essential goods, forging newpaths, and pushing boundaries to serve an ever-changing world.

The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and thechance to make a meaningful impact. Thisis more than a job. It’s a journey on which you rise.

See how you can rise