Customer & Operational Services Co-ordinator

Who are we… With over 600 employees, an annual turnover of £65 million and a 160-acre site in Immingham, DFDS Seaways are the largest Roll on Roll off Shipping and Terminal Operator on the Humber.  Serving 35 DFDS vessel arrivals and departures from 5 countries every week, DFDS moves over 725,000 units through Immingham every year.  In addition, we store, handle and move almost 700,000 tonnes of Industrial cargo such as Steel, Timber, Paper and Refuse Derived Fuel.


The Role…. Communicating clearly and efficiently with internal departments, customers and external agencies so that problems can be resolved as efficiently as possible.


Hours of Work: Various shift patterns (8 hour shifts), Saturdays included


Key Responsibilities & Requirements….

  • Process all bookings received and any outstanding. Keep Phoenix shield up to date
  • Receive and process DGNs into bookings and check stowage, segregation, and compatibility
  • Liaise with Port of Felixstowe and/or Immingham Terminal on out of gauge and heavy equipment requests & shipments
  • Promptly & efficiently handle all customer complaints & communicate these & solutions to colleagues and management. Ensure consistency in approach to solving problems using CFI principles
  • To safeguard and enhance the service level offered by DFDS, and surpass client expectations
  • Handling drivers and any issues preventing them from accessing the Felixstowe terminal
  • Ensuring drivers are treated with courtesy and respect
  • Checking passports in and updating details in Phoenix prior to driver entry to terminal
  • Ensure customers whose trailers are turned away are informed in a timely, efficient, and courteous manner
  • Ensuring vessels depart early, or on time as per guidelines.  Unless beyond DFDS  control
  • Dealing with queries from Port & Terminal staff promptly and efficiently
  • Checking of hazardous trailers prior to releasing for entry to terminal.  e.g. trailers correctly labelled, DGNS correctly completed
  • Ensure Import cargo information is transferred correctly into port systems
  • Provide support for Vessel masters and crew and follow up requests made. E.g. arranging taxis for crew changes 
  • To provide support on a general (but basic) level for Technical Administration coverage for work undertaken in the Workshop & Warehouse as per the work instructions
  • Process job cards
  • Identify which job relates to which customer (TIP vs DFDS, TIP vs KDS etc.)
  • Complete spreadsheets to various customer requirements and send to them as agreed individually
  • Create invoices for work in agreed format with necessary attachments
  • Complete customer spreadsheets as required
  • Create invoices for work in agreed format with necessary attachments
  • Arrange and follow up on roadside call outs clients as required (breakdowns)
  • Work towards upholding DFDS principles including but not limited to, CFI and the DFDS Way
  • Anything else that may be required from time to time by management 


Key Skills Required….

  • Communications Skills 
  • Inter-personal skills 
  • Flexible and adaptable way of working
  • Works well within a team environment
  • Adhere to all relevant policies, operating procedures and standards always. 
  • Always work with due care and attention to ensure the personal safety of yourself and others. 
  • Attend staff meetings and training sessions as required.
  • European/Eastern European Language skills are an advantage but not essential


Interested… If you have previous similar experience and a passion and drive for success in a fast-paced deadline driven environment please submit your CV in English to the recruitment team to apply for this position. Please be aware we will review CVs as they come in.



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Sean Harfield