Customer Operational Services Coördinator (shift)

Do you want to be a valued part of the critical infrastructure that serves communities across Europe and beyond? Are you looking for a position in which you can set direction and help shape our company? If so, then you could be the newest addition to our team as a Customer and Vessel Services Coordinator. Be part of the movement - and play your part.    About the role   You will play a key role in ensuring the safe, efficient, and timely movement of freight through our ports. Working closely with customers, terminal operations, vessel crews, and internal stakeholders, you will manage bookings, monitor vessel schedules, coordinate port activities, and ensure all operational and customs documentation is completed accurately. This fast-paced role requires excellent attention to detail, strong communication skills, and the ability to respond proactively to operational challenges. There are 2 shift patterns available for this role, Monday - Friday and 4 on 4 off. You will be responsible for * Manage customer bookings by ensuring vessel capacity, customer allocations, and sailing schedules are maintained, while accurately processing bookings within agreed service levels. * Coordinate vessel arrivals, berthing, and sailings by liaising with terminals, pilotage authorities, customers, and internal departments to minimise delays and maintain operational efficiency. * Prepare, process, and verify all operational documentation, including customs clearances, hazardous cargo notifications, export paperwork, and pre-arrival/post-sailing documentation. * Monitor operational systems, including Phoenix and GTMS, to identify and resolve discrepancies, working collaboratively with terminal operations and other stakeholders to maintain service standards. * Deliver exceptional customer service by proactively communicating schedule changes, vessel delays, and operational updates while ensuring compliance with company procedures, regulatory requirements, and safety standards. * Support cross-functional projects in collaboration with the Route Director and Customer Experience team About you  You are a proactive, organised, and customer-focused individual who thrives in a fast-paced operational environment. With strong IT skills and excellent attention to detail, you are comfortable working across multiple systems while managing competing priorities and meeting deadlines. You communicate confidently with a wide range of stakeholders and take pride in delivering a high standard of service, remaining calm and professional under pressure. You are an outgoing and engaging team player who enjoys building positive relationships with customers and colleagues alike. You have a proactive approach to problem-solving and are always willing to go the extra mile to support the team and deliver the best possible customer experience. Previous experience within shipping, logistics, or customs would be advantageous, but more importantly, you bring a positive attitude, a willingness to learn, and a commitment to continuous improvement. We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best in us all. And we cannot wait for you to join.    Working at DFDS   Join the movement and grow with us.   Now about what we can give you. You’ll be able to access some fantastic benefits such as: * Life assurance cover * Contributory company pension scheme * Holiday Purchase Scheme * Free ferry travel for up to 4 guests between Dover and Calais / Newcastle and Amsterdam with no limit on trips * Full employee assistance programme including: * Proactive financial, emotional, mental, and physical health care support including face to face counselling, fast 24/7 access to a GP, a second medical opinion and legal support for colleagues and their family. * Huge range of retail discounts from high street and online retailers * Cashback on health care including dental, optical, physiotherapy, prescriptions, specialist consultations and much more. * Access to myStrength, our Wellbeing platform, which has plenty of content to support and improve your mental wellness needs. * Access to mental health first aid and opportunity to join support webinars with a focus on all areas of positive wellbeing. While you’re with us, we want you to develop. At DFDS, we believe that development happens first and foremost through activities in the workplace. We will also offer training courses that can support you in your role, if needed.    Are we a match? Then what are you waiting for? Apply Now.    If you think your personality, skills, experience, and desire match this role, we’d love to hear from you. Please send us your CV as soon as possible, as we’re keen to meet potential candidates on an ongoing basis.    We look forward to hearing from you.

WHO WE ARE Evora is an international system integrator with focus on mobile and user experience (UX). We are a trusted partner for innovative digital maintenance and service solutions for global and regional customers in Europe, North America, Asia & Pacific. As SAP Gold Partner, Service Now Specialist and Click partner (by Salesforce), we offer consulting services, software development, quality assurance services and system integration based on standard components and products, as well as support & application management. By implementing best-practice solutions while optimizing their processes we help our customers to be successful in tomorrow's world. The wisdom, knowledge and experience of Evora employees at implementing complex workforce management solutions is what sets us apart. We look for the best to hire and to keep. The attractive combination of high-value consulting services with a competitively priced remote development team has proven to be successful in projects worldwide. With a solid growth, currently 450+ Evorians are working in offices in India, US, Brazil, Germany, Austria and Spain. WHO WE ARE LOOKING FOR * Act as primary co-ordinator between AMS teams and customer counterparts for day-to-day operational coordination. * Facilitate effective communication between internal support teams and customers regarding ticket status, priorities, and pending actions.  * Organize and coordinate regular service review meetings, status calls, and follow-up discussions. * Ensure timely escalation of critical issues, risks, and blockers to appropriate stakeholders Ticket & Jira Board Management * Manage and maintain Jira or other ticketing tools to ensure data accuracy and completeness.  * Monitor ticket queues and ensure tickets are appropriately assigned, categorized, prioritized, and updated.  * Track SLA compliance and follow up with AMS teams to ensure timely resolution of incidents, service requests, and change requests.  * Maintain overall ticket hygiene and ensure the project boards remain up-to-date and "green" with minimal overdue or stale tickets.  Status Reporting & Governance * Prepare and distribute weekly and bi-weekly project/service status reports to customer stakeholders.  * Provide clear summaries of: * Open tickets and their current status.  * Critical and high-priority issues.  * Recently closed tickets and accomplishments.  * SLA performance metrics.  * Risks, blockers, and escalations. WHAT YOU BRING * 2-5 years of experience in the software industry in general with minimum 1 year in customer support role  * Functional knowledge, either SAP PM, SAP ISU, would be a plus  * Knowledge on enterprise mobile application would be a plus  * Coordinate with the development team to hand over the analysis/report of the issues raised by customer  * Experience with Jira, ServiceNow, or similar ticketing tools.  * Strong communication, coordination, and organizational skills.  * Ability to manage multiple stakeholders and follow through on action items. * Regular message monitoring and response to customers within given SLA based on priority of message  * Should be ready to work in Night shift ( need basis)  WHAT WE OFFER Why you would love to join us: -    Our values – Collaboration, Commitment, Evolution, Entrepreneurship, Happiness, and Trust Company culture - We value team cooperation and work together in integrated virtual teams to serve our customers. As a company, we are committed to sharing our success with our employees, both in the form of an exceptionally good company culture and through financial participation. Hybrid mode of working – Our Organization follows hybrid work culture where employees can work twice a week from their respective office space.  Great place to work – We are proud to be certified and awarded multiple times as one of the best places to work for any individual. Buddy program – We have a buddy program included in our hiring process which gives an insight to the new joiner about the team, technology n culture before joining us to connect better. Growth and learning – Evora provide various platforms for upskilling in the form of sessions and training which helps an individual to enhance his/her skills. Udemy access provided by the company for upskilling. Benefits – Transportation, Lunch provided in the office, flexibility, Internet and mobile reimbursement, different hub locations, Insurance and many more.