Customer Administration Coordinator

Customer Administration Coordinator

Location: Southampton

Contract: Full time, permanent

As a Customer Administration Coordinator you are responsible for providing frontline responses to queries from our Key Account clients and provide resolutions for service issues that are brought to you through Service Cloud or other channels.

In close cooperation with the Customer Administration team and supported by ONE's growing range of customer self-service tools you contribute to the overall Customer Service experience of our Key Account clients. You'll ensure excellent customer service, and compliance with company standards and industry regulations.

Main Responsibilities:

Day to Day Operations

• Provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through Service Cloud.

• Actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations.

• Process import delivery requests timely in line with available transport allocation.

• Raise invoices where required and be able to assist with handling those that are queried.

• Resolve Service Recovery issues communicated by the transport planning team.

• Handle all the internal email correspondence to the top standards.

• Assist offshore team with any queries raised.

• Promote automation and efficiency by guiding customers on the use of ONE’s self-service tools.

Process & quality management

• In order to provide an efficient service to ONE's high volume clients you work towards a high standard with a tailored approach to their customer service requirements

• You keep up to date on the relevant self-service and e-commerce tools, promote these and pro-actively share any feedback that can help to further improve these tools.

• Ensure that all processes and transactions are fully compliant with company and governmental rules and regulations.

Communication & Collaboration

• Ensure good collaboration and communication within departments and across and escalate cases in a timely and professional manner whenever appropriate.

• Communicate effectively with customers and advise them in a reliable and professional manner.

Skills, Qualifications and Expertise.

• Excellent Customer Service Skills with experience of working in a busy office environment.

• Excellent written, oral communication skills and organisational skills.

• IT literate, Google Sheets, Word, Excel knowledge, digital platforms

• High level of attention to detail.

• Ability to multitask

Why Join ONE?

At Ocean Network Express, we’re passionate about delivering world-class service and driving digital innovation within the global shipping industry. You’ll join a supportive and forward-thinking team, gain valuable experience within a leading global business, and contribute to our continued success in customer excellence and operational efficiency.

• Membership of the Company’s Group Pension Plan, into which the Company will contribute up to 10% of basic salary.

• 25 days holiday excluding bank holidays

• Death in Service Benefit (x8 annual salary)

• Employee Assistance Programme, with free independent confidential support and virtual GP services

• Interest free annual travel season ticket loan

• 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

Apply now by using the link below. The closing date for this role is 1st November 2026.

Please note you must have the right to work in the UK.