Import Customer Service Coordinator

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.

• 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.

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.

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave entitlement with a fantastic holiday buy scheme, pension and life assurance along with 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 so if you’d like to work for one of the top Logistics providers in the world.

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