Job Description

ONECare Customer Service Coordinator - Import Deliveries 12 Month FTC

Location: Southampton

Department: Customer Services

Contract Type: Temporary - 12 month FTC

Job Purpose

As a ONECare Service Agent, you will play a key role in delivering exceptional customer service to our customers. You'll be the first point of contact for enquiries and service issues, providing efficient, professional, and timely resolutions through Service Cloud and other communication channels.

Working closely with colleagues across Customer Care and Operations, and supported by Ocean Network Express (ONE)'s expanding range of digital self-service tools, you'll ensure excellent customer service, and compliance with company standards and industry regulations.

Primary Job Responsibilities and Measurement

Respond promptly and professionally to customer queries, providing solutions in line with established SOPs and cases assigned via Service Cloud.

Stay up to date on industry developments, internal updates, SOP changes, and relevant regulations.

Process import delivery requests in accordance with available transport allocations.

Raise invoices when required and support the resolution of any invoice-related queries.

Manage service recovery issues communicated by the transport planning team.

Maintain high standards when handling all internal email correspondence.

Provide support to the offshore team with any queries raised.

Promote automation and efficiency by guiding customers on the use of ONE's self-service tools, helping to strengthen and grow the ONECare client segment.

Location

Southampton, UK

Skills, Qualifications and Expertise

Strong customer service focus with excellent communication and interpersonal skills.

Previous experience in shipping, logistics, or a customer service role (preferred).

Good understanding of import processes

Confident using digital platforms and open to adopting new technologies.

Detail-oriented with strong time management and problem-solving skills.

A proactive team player with a positive attitude and willingness to learn.

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.

Paid annual leave of 25 days per annum in addition to UK public holidays

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

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

Application

If you are interested in this role please apply by uploading your CV. The closing date for this role is Friday 12th December 2025.

Applications will only be accepted from candidates with existing right to live and work within the UK.