Salary: From £33,000 per annum, depending on experience (with full experience K£36/£37)
Benefits:
Twice-yearly discretionary bonus, subject to both company and individual performance
Enhanced pension scheme with Legal & General
25 days annual leave plus bank holidays
Health scheme benefit
Life Assurance scheme, including GP access
Employee Assistance Programme (EAP) with 24/7 confidential support
Location: Erdington, Birmingham. Primarily office-based, with occasional attendance at another local office to provide holiday cover (with prior notice).
Hours: Monday to Friday, 8:30am to 5:00pm (one-hour lunch break)
Duties:
Account Administration and Shipment Coordination
Create and maintain freight jobs using pro-forma invoices, purchase order information
and supplier documentation.
Chase suppliers and shippers for booking confirmations, shipping instructions,
documentation and outstanding information.
Maintain shipment trackers, schedules and customer visibility reports, ensuring
milestones and outstanding actions remain current.
Coordinate with the customer, suppliers, shipping lines, hauliers, warehouses and
internal operational teams.
Maintain accurate electronic records and upload customer-facing documents to the
agreed platforms.
Customs and Regulatory Compliance – Essential
Complete and control UK import customs declarations, including the review of
commercial invoices, packing lists, bills of lading, commodity information, origin data
and customs valuation information.
Check declaration accuracy, manage duty and deferment requirements and escalate
discrepancies before submission.
Create and manage IPAFFS notifications and CHEDs for applicable food and Products of
Animal Origin movements.
Manage Port Health queries, health certificate documentation and supporting
regulatory records.
Complete and track duty reclaims.
Support HMRC or customer audits through accurate document collation and record
retention.
Support European movements and the associated customs or regulatory requirements
where required.
Customer Reporting, Financial Control and Billing
Prepare weekly shipment schedules and operational status reports for the customer.
Produce monthly management reports covering delivery activity, insurance, quay rent,
container or shipping line information and related account measures.
Complete weekly bulk invoicing, check charges and ensure deliveries are billed
accurately.
Prepare dummy costings and estimated landed cost information using complete
commercial and shipment data.
Respond to customer queries concerning invoices, duty and deferment, providing the
relevant supporting documentation.
Operational Cover and Business Continuity
Train to provide operational cover for the Account Supervisor during annual leave or
other absence.
Monitor vessel schedules, shipment progress and ETA changes, providing timely
updates to the customer and internal teams.
Liaise with shipping lines regarding releases, bills of lading, charges and operational
exceptions.
Coordinate hauliers, delivery bookings, warehouses, cold stores and delivery previews.
Update landed costs, issue releases and support urgent operational decisions in
accordance with customer instructions and Fracht procedures.
Maintain account continuity through clear handovers, current trackers and accessible
records.
Systems, SOPs and General Support
Use CargoWise to maintain accurate operational, customs, costing and billing records.
Use SharePoint, Web Tracker or equivalent platforms to maintain document control and
customer visibility.
Create, review and maintain account SOPs, work instructions and training records.
Monitor shared operational mailboxes and respond to relevant customer or shipment
requests.
Provide account-specific presentations, process support and ad hoc reporting when
required.
Experience required:
Experience of deep-sea import freight forwarding.
Practical experience of completing and controlling UK import customs declarations.
A high level of accuracy when reviewing and processing shipment and customs
documentation.
Confident and professional customer communication.
Ability to manage several live shipments and competing deadlines.
Competent spreadsheet and reporting skills.
Ability to identify, question and escalate incomplete or inconsistent information.
Highly Desirable
CargoWise experience.
Food import experience.
Experience of IPAFFS, CHEDs and Port Health requirements.
Experience of SharePoint, Web Tracker or comparable document management and
customer visibility systems.
Previous experience supporting a major key account.
Personal Attributes
Methodical, organised and commercially aware.
Calm and practical when working under pressure.
Confident in questioning incomplete or potentially incorrect information.
Proactive in identifying and escalating operational, customs or compliance risks.
Comfortable working independently and as part of an account team.
Willing to learn both the primary back-office role and the operational cover duties.
Committed to maintaining accurate records, customer service and account continuity.
Performance and Conduct Expectations
Maintain accurate and complete operational, customs, financial and compliance
records.
Follow approved SOPs, customer instructions and Fracht procedures, escalating
matters where information is unclear or incomplete.
Communicate with customers and operational partners in a timely, practical and
professional manner.
Protect customer confidentiality and commercially sensitive information.
Support cross-training, handover and business continuity so that critical account
knowledge is not held by one person.
Additional information:
The Key Account Coordinator / Key Account Specialist will provide dedicated operational,
customs, compliance, reporting, billing and customer support for a major, long-standing food
retail import account.
This is a hands-on, detail-focused role requiring close coordination with the customer,
suppliers, shipping lines, hauliers, warehouses, internal teams and regulatory authorities.
The successful candidate will take primary ownership of the account’s back-office function and
will also train to provide operational cover for the Account Supervisor during annual leave, other
absence and business continuity requirements
