Import Customer Service Coordinator
About this role
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, we Rise in Motion. Your career is always on the move, growing as fast and as far as your ambition takes you. Join a global team of nearly 200 nationalities, 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. 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 then please do get in touch to find your next role.
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.
Company at a glance
The CMA CGM Group is a global player in sea, land, air and logistics solutions, true to its corporate Purpose, "We imagine better ways to serve a world in motion".
Present in 177 countries, it employs 160,000 people, of which nearly 6,000 in Marseilles where its head office is located.
The world's 3rd largest shipping company, CMA CGM serves more than 420 ports across 5 continents with a fleet of over 650 vessels. In 2024, CMA CGM carried over 23 million TEU (twenty-foot equivalent unit) containers. Its subsidiary CEVA Logistics, one of the world's top five players, operates 1,000 warehouses and handled 15 million shipments in 2024. CMA CGM AIR CARGO, the Group's air freight division, will operate a fleet of 6 cargo aircraft by 2025.
CMA Media, France's 3rd largest private media group, includes RMC-BFM and several national and regional press titles (La Tribune Dimanche, La Tribune, La Provence and Corse Matin).
Committed to energy transition, the CMA CGM Group is aiming for Net Zero Carbon by 2050.
The CMA CGM Foundation provides humanitarian aid in crisis situations, and is committed to education for all and equal opportunities throughout the world. To date, the CMA CGM Foundation has transported 63,000 tons of humanitarian aid to 97 countries and supported over 550 educational projects.
Top Benefits
- Annual Leave Entitlement
- Holiday Buy Scheme
- Pension
- Life Assurance
- Employee Benefits Platform
- Gym Membership Discounts
- Retail, Travel and Hospitality Vouchers
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