Logistics and Service Desk Coordinator

The Logistics & Service Desk Coordinator plays a key role in ensuring the efficient movement of goods, accurate inventory tracking, and compliance with all relevant legislation, industry regulations, and company procedures.

Based within the Customer Delivery team, you will work closely with the Technical Services team to coordinate logistics activities, support service delivery, and contribute to maintaining high standards of operational efficiency and customer satisfaction. You will also be responsible for obtaining competitive shipping quotations, providing accurate freight costs and helping to monitor and manage shipping expenditure to ensure cost-effective delivery.

As a first point of contact for logistics and service-related enquiries, you will coordinate day-to-day logistics operations, manage service requests, arrange deliveries and collections, and ensure information is communicated accurately between customers, suppliers and internal teams. You will work closely with shipping agents and logistics providers to secure the most appropriate transport solutions, balancing cost, service and delivery requirements, while supporting the business by optimising shipping costs., * Coordinate domestic and international shipments, selecting the most appropriate shipping methods and logistics providers to meet customer and business requirements.

• Obtain competitive freight quotations and manage shipping costs, ensuring cost-effective transport solutions
• Prepare, review and maintain shipping and export documentation, ensuring compliance with customs regulations, export legislation and company procedures.
• Liaise with customers, suppliers, shipping agents and freight forwarders to ensure accurate and on-time deliveries.
• Arrange deliveries, collections, and equipment returns, ensuring all activities are completed efficiently and recorded in the ERP system Microsoft Business Central.
• Proactively resolve any shipping or logistics issues.
• Review and approve freight invoices, ensuring costs are accurate and correctly allocated.
• Arrange Return Merchandise Authorisations (RMAs) with suppliers and manufacturers, coordinating the return, repair or replacement of equipment and ensuring customers are kept informed throughout the process using the Zendesk support desk.
• Maintain accurate records of shipments, inventory movements, returns and compliance documentation.
• Assist with stock movements, inventory control and the coordination of incoming and outgoing goods.
• Log, monitor and update service requests within the Zendesk support desk, ensuring timely resolution and effective communication.
• Maintain regular communication with customers and third-party suppliers by providing accurate updates on service tickets and ongoing work.
• Manage the logistics inbox, ensuring enquiries are responded to promptly and effectively.
• Monitor service levels and escalate issues where appropriate to ensure customer expectations are met.
• Produce and maintain operational reports, including Zendesk KPI statistics such as ticket volumes, response times, resolution times and SLA performance.
• Monitor trends within Zendesk and provide regular KPI reports to support performance reviews and continuous improvement initiatives.
• Identify opportunities to improve logistics, service desk and operational processes, supporting continuous improvement initiatives.
• Provide administrative support to the Sales, Customer Delivery and Operations teams, including order processing, supplier purchasing and other operational activities as required.

Success in this role requires excellent organisational skills, a methodical and detail-oriented approach, and the ability to manage priorities in a fast-paced environment. Strong communication skills and a proactive, customer-focused mindset are essential., * Previous experience in a logistics, customer service, service desk, operations or coordination role.

• Experience coordinating domestic and international shipments, including liaising with shipping agents, freight forwarders and customs brokers.
• Knowledge of transport planning, import/export procedures and customs documentation.
• Excellent organisational, administrative and time management skills, with the ability to prioritise multiple tasks in a fast-paced environment.
• Strong customer service focus with excellent written and verbal communication skills.
• Methodical and analytical approach with excellent attention to detail and accuracy.
• Ability to manage competing priorities, adapt quickly and remain calm under pressure.
• Numerate and confident working with shipping costs, quotations and operational data.
• Strong problem-solving skills with a proactive approach to identifying and resolving issues.
• Proficient in Microsoft Office, particularly Excel, Outlook and Word.
• Experience using CRM, ERP or service management systems.
• Ability to work independently while collaborating effectively within a busy, cross-functional team.
• Confidence communicating with customers, suppliers, freight forwarders and internal stakeholders.
• Willingness to take ownership of tasks while recognising when to seek support or escalate issues.

Desirable

• Experience using Microsoft Dynamics 365 Business Central.
• Experience using Zendesk or similar service management platforms.
• Advanced Microsoft Excel skills, including the ability to analyse data, create reports, use formulas and functions, and present operational KPIs.
• Experience within a manufacturing, distribution, engineering, marine technology or field service environment.
• Confidence in using AI-powered productivity tools to improve efficiency, support data analysis, assist with document creation and streamline administrative tasks.
• Understanding of ISO 9001 quality management systems and continuous improvement processes.
• Experience producing operational reports and analysing KPIs from service management systems.
• Experience working within an international B2B business.
• Experience processing supplier purchasing and customer orders using ERP systems.
• Higher education qualification or equivalent experience in logistics, supply chain, business administration or a related discipline., * · Proactive, self-motivated and driven to take ownership of tasks and see them through to completion.
• · Naturally curious with a questioning mindset, challenging existing processes and seeking opportunities to improve efficiency and customer experience.
• · Solutions-focused, with the confidence to make informed decisions and take initiative while recognising when to escalate issues.
• · Highly organised with a strong attention to detail and a commitment to delivering accurate, high-quality work.
• · Commercially aware, with an appreciation of cost, value and the importance of delivering efficient logistics solutions.
• · Customer-focused, building positive relationships through professional, responsive and effective communication.
• · Adaptable and resilient, able to manage changing priorities and perform effectively under pressure.
• · Collaborative team player who enjoys working across departments while confidently engaging with customers, suppliers and logistics partners.
• · Eager to learn new systems, embrace technology and leverage AI tools to improve productivity and streamline processes.
• · Committed to continuous improvement, always looking for smarter ways of working and contributing ideas that add value to the business.

Pulled from the full job description

• Flexitime
• Free parking
• Additional leave
• Enhanced maternity leave
• Enhanced paternity leave
• On-site parking, You must have the right to work in the UK, RS Aqua is unable to sponsor visas for this role. As many of our customers operate within the defence sector, all successful applicants will be minimally required to complete Baseline Personnel Security Standard (BPSS) checks.

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Additional leave
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Free parking
• On-site parking

RS Aqua is the UK's leading and largest Ocean Technology distributor and subsea scientific equipment supplier. As part of the General Oceans Group, we empower ocean science and exploration, supplying cutting-edge technology for further discovery, better understanding and the protection of our oceans. We are looking for a passionate and committed Logistics & Service Desk Coordinator to join our Customer Delivery Team. We are particularly keen to meet administrators with experience of the maritime sector in an international setting. Our modern offices and workshops are located the beautiful Port Solent Marina, Portsmouth. You will be based in Port Solent, with hybrid and flexible working available.