S.T.I. (U.K.) Ltd. is looking for a Customer Service Coordinator
to support the Operations Team

Location: Hemel Hempstead, HP2 7EU, England

What you will do

These are key roles across all areas of our business organisation to provide customer service function to the business, by performing a variety of complex activities in support of our functional processes and services. In this role you will be expected to provide outstanding levels of customer service and other relevant business support to both internal and external clients, to ensure that the end-to-end process from collection through to the invoicing stage is carried out seamlessly, efficiently and to world-class standards.

Working Hours
The position to requires shift work, i.e. Monday to Friday 15.00 hrs to 23.00 hrs 

Reporting to the Team Lead Operations your key responsibilities are:
  • Perform customer verifications by monitoring bookings and collections with hauliers and suppliers
  • Handle and resolve customer complaints, obtain and evaluate all relevant information to handle inquiries and complaints, complete and issue non-conformance documents and direct all unresolved issues to the Team Lead Operations
  • Process manual orders received from customers into the Transport Management System.
  • Book planned collections and deliveries according to customer requirements, ensure booking details are entered into the TMS system.
  • Regularly update customers with the delivery status of orders.
  • Deal directly with customers either by telephone, electronically or face to face.
  • Process & record all claims/demurrage received, and enter on the Claims Tracker, including cost of recovery from Haulier.
  • Review progress of all outstanding claims daily and report progress of closed and outstanding claims on a weekly basis to your supervisor
  • Ensure that all daily KPI data is completed and compiled for daily & weekly KPI’s in an accurate and timely manner.
  • Maintain customer/supplier address database and ensure the quality of collection and delivery address data is accurate and up to date.
  • Development of Haulier performance reports, on a quarterly basis, for your supervisor.

About you

Desired Skills and Experiences

Your Personality

You are a reliable and good team player, with excellent communication and interpersonal skills in working with others, with the ability to manage own workloads to meet the necessary deadlines.

Your Skills

Operational experience in a customer service role in a busy transport environment.

Your Experience

NVQ Certificate/Diploma in customer service or University degree desirable.

Your Benefits

Our total rewards philosophy integrates programs for compensation, benefits, recognition, learning and development, corporate culture, corporate citizenship and work-life balance. 

Further desired Skills

You are
• able to work independently and make logically sound and unbiased decisions  based on our client's needs and day to day operational requirements both internally and externally.
• a self-motivated individual who can manage own workloads in order to meet necessary deadlines
• able to organise and prioritise workload in a high pressurised environment
• high results-oriented
• calm under pressure, with good activity planning and organisational skills
• able to adapt to new tools and software programmes easily

You have 
• high level analytical skills including intermediate level Excel, specifically the ability to import and manipulate data from external sources
• the ability to write and structure concise and coherent reports
• the ability to use critical thinking with the confidence to make decisions

Further desired Experiences

• Microsoft Office Skills essential – Excel, Outlook, Word
• ability to import and manipulate data from external sources.
• High level of relationship skills in meetings to achieve co-operative outcomes.
Desired, but not essential 
Knowledge of
• freight, transport and logistics industry, and INCOTERMS  
• WTD and EU/AETR rules on drivers’ hours
• temperature-controlled transports
• Food Safety 
• an additional European language is useful  

About us

We are more than just a logistics company!

We’ve been in the transport and logistics business for over 37 years and are experts when it comes to temperature-controlled transport. From sub-zero to room temperature and beyond, we have mastered the art and the science of ensuring the goods of our international clients are always transported in optimal conditions.

STI as a company is dedicated to professionalism, transparency and respect for the individual. From fostering diversity to taking our corporate social responsibility seriously, we’re committed to fairness and transparency and follow strong and clear ethical guidelines in everything that we do. We believe in giving back to communities and take our responsibilities as an ethical company seriously.

When we say we go the extra mile, we mean it and that attitude is reflected in everything that we do. With over 260 experts in 13 offices working towards the same goal, we are a socially responsible company and aim to work with our customers, partners and hauliers in an ethical and transparent way.

Contact Information


We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Recruiting Agencies

STI does not accept agency resumes submitted by third-party vendors unless a valid agreement has been signed and S.T.I. (U.K.) Ltd. has granted authorization for submissions for a specified position. Please do not submit or forward resumes to our site, STI employees, or any other company location. STI is not responsible for any fees related to unsolicited resumes.

Hemel Hempstead, HP2 7EU, United Kingdom

Please send your application to the HR Team of S.T.I. (U.K.) Ltd.  

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