Express-Time Critical Co-ordinator

Location: [office location] Reports to: Express Manager Hours: 4 on, 4 off, 7pm to 7am Contract: Full time, permanent Salary: Competitive, dependent on experience

About the role

This is a new role at Mapcargo, coordinating our Express and time critical department through the night shift.

Time critical freight is exactly what it sounds like. When a client's shipment has to move now, you are the person making it happen: processing the job end to end, clearing it through customs, keeping the client informed and making sure the numbers stack up at the end of it. You will own customer service delivery for our Express clients across your shift.

The pattern is 4 on, 4 off, 7pm to 7am. It suits someone who works well with autonomy and likes being the decision maker on shift rather than waiting for sign off.

What you will be doing

Order processing and customs

Take Express jobs from start to finish, including BoxTop creation, warehouse pick and tying up paperwork
Handle import and export clearances on CDS via ASM
Complete internal customs audits and assessments, and analyse the data that comes out of them

Customer service and performance

Own day to day service delivery for Express clients across your shift
Follow up and resolve operational issues and customer service concerns raised by clients
Manage customer KPI expectations with regional depots and keep client systems updated
Establish and maintain strong relationships internally and externally

Commercial and account development

Follow up opportunities from existing business through telephone sales, prospect follow up and quotations
Research client operational history, products and recent developments to strengthen account knowledge
Stay current on market trends and on Mapcargo products, services and news

Invoicing and profitability

Take responsibility for invoicing and account profitability within the department
Contribute to ongoing operational development and cost saving initiatives

What we are looking for

Excellent communication and organisational skills
A mature and professional manner
Confidence with computers, including Excel, CRM systems and BoxTop
Customs clearance experience on CDS or ASM is a strong advantage
Genuine enjoyment of working with customers and building relationships
The ability to work well in a target driven environment, and comfort making decisions independently on a night shift

Who you will work with

Internally: company managers and supervisors, operations managers through to director level, operations staff, sales team and accounts teams Externally: key client contacts including shipping and logistics supervisors and managers, road hauliers, co-loaders and transport providers

How you will be measured

Delivery against agreed targets
Gross profit growth and client retention
Quality of reporting on service levels, business trends and customer queries

What we offer

Competitive salary, agreed on appointment
A 4 on, 4 off pattern, so long stretches of time off between blocks
The chance to shape a brand new role from the ground up
Real exposure across operations, customs and commercial, from operations staff through to director level
The backing of an established international freight forwarder with a collaborative team