Export Customer Service Coordinator

Job Description

About the Export Customer Services Team

Help us deliver great service across borders. Our Export Customer Services team connects international customers with our UK operations, coordinating orders, keeping customers informed and working with colleagues and logistics partners to help shipments run smoothly.

We’re looking for an organised, customer-focused coordinator who enjoys solving problems and taking ownership. If you like building relationships, getting the detail right and keeping things moving in a busy environment, this could be your next step.

Purpose of the Role

You’ll be a key point of contact for export customers, coordinating orders from enquiry through to dispatch and delivery follow-up. Working with sales, planning, warehousing and logistics, you’ll help deliver accurate orders, clear communication and the documentation needed for international shipments, resolving issues early and keeping customers informed throughout.

Key Responsibilities

• Enter, confirm and manage orders in SAP, from receipt through to delivery.
• Coordinate with production planning, warehouses and freight forwarders across UK sites, including Redditch, Preston and Leeds.
• Prepare export documentation, including commercial invoices, packing lists, certificates of origin and dangerous goods or hazardous goods paperwork where required.
• Ensure compliance with Incoterms, customs requirements and export controls.
• Act as the main point of contact for Sika sister companies, applying the agreed intercompany rules of engagement.
• Proactively communicate lead times, delays and solutions before customers need to chase.
• Support on-time, in-full (OTIF) delivery performance and order accuracy KPIs.
• Contribute to the continuous improvement of export processes.

Qualifications

You’ll receive a competitive salary and a comprehensive benefits package, including:

• Holiday 25 days rising to 28 days with service, plus bank holidays
• A company pension contribution of up to 10%
• Private healthcare for you, with option to add family
• Group life cover at 6x your annual salary
• Global Income Protection (PHI)
• Enhanced maternity and paternity pay
• Staff discount platform & Cycle to Work scheme
• Dedicated Service Awards for reaching key milestones
• Selected discounted Sika products

What We’re Looking For

Essential

• Experience in export customer service, shipping or international order management.
• Working knowledge of Incoterms and export documentation.
• Strong ERP skills, preferably SAP, and confidence using Excel.
• Clear, confident communication across cultures and time zones, with a proactive approach to resolving problems and escalating issues when needed.
• Excellent organisation and attention to detail, with the ability to remain accurate under pressure and manage competing priorities.

Desirable

• Experience with chemicals or dangerous goods, including ADR/IMDG.
• Experience in an intercompany or multinational environment.
• Additional language skills.
• A relevant qualification, such as an IOE&IT certificate.

Additional Information

The Opportunity:  

• Own the customer experience: process export orders accurately, respond to enquiries and provide proactive updates on availability, lead times and shipment progress.
• Keep shipments moving: coordinate with internal teams, freight forwarders and customers, helping prepare and check export documentation in line with company procedures and destination requirements.
• Make a practical difference: investigate delays and discrepancies, escalate risks promptly and help improve the processes that support reliable international service.

This role can provide a foundation for future opportunities in customer service, export operations, logistics or supply chain, depending on your interests and available opportunities.

You won’t be expected to navigate export alone. From day one, you’ll receive a structured induction and hands-on guidance from experienced customer service colleagues, helping you build confidence in our products, systems, order processes and export documentation. Your manager will support you with priorities, development and more complex customer issues, while colleagues in sales, planning, warehousing and logistics will help resolve availability and shipment queries. With clear procedures and people to turn to when an issue needs escalating, you’ll have the support to take ownership without having to have every answer immediately.

Build your expertise in international customer service, export documentation and order coordination, while developing your problem-solving skills and understanding of how a global supply chain works.

We’re committed to professional and personal development from day one, with local induction, product knowledge and development opportunities complemented by the global Sika Business School.

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training.  We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.