Customer Service Coordinator

Customer Account Management

• Serve as the primary contact for assigned warehouse customers.
• Respond to clients promptly to enquiries regarding inventory, deliveries, and order status.
• Provide updates on receipting, dispatch, and stock availability.
• Manage customer expectations and escalate operational issues where required.

Order & Inventory Coordination

• Process inbound and outbound warehouse orders in the WMS.
• Coordinate picking, packing, and dispatch activities with warehouse staff.
• Monitor inventory levels and notify customers of discrepancies.
• Arrange transport bookings for outbound deliveries.

Documentation & Compliance

• Ensure accurate processing of delivery orders and warehouse documentation.
• Maintain records for bonded or MPI transitional cargo as per TFO responsibilities.
• Support compliance with NZ Customs and MPI requirements.
• Ensure correct handling instructions are communicated to warehouse staff.

Billing & Reporting

• Ensure correct charging for storage, handling, and value-added services.
• Assist with invoice preparation and resolution of billing queries.
• Provide regular stock and activity reports to customers.

Service Improvement & Communication

• Identify service improvement opportunities.
• Support onboarding of new warehouse clients.
• Maintain strong communication between warehouse, operations, and transport teams.
• Participate in customer review meetings where required.

Essential

• 2+ years’ experience in Warehousing and or Forwarding Operations
• 2+ years’ Customer service
• Experience using Warehouse Management Systems (WMS)
• Strong communication and organisational skills
• High attention to detail
• Ability to manage multiple customer accounts
• Intermediate level of proficiency with MS applications (e.g. Excel)

Desirable

• Understanding of NZ Customs and MPI warehouse requirements
• Experience coordinating transport bookings
• Exposure to bonded or transitional facilities