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Customer Service Officer
3 months ago
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents.
With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
To ensure transport non-conformance issues are resolved in a timely and cost-effective manner whilst delivering high levels of customer service and meeting customer expectations.
Responsibilities:
- To be the first port of call for transport issues
- Build strong working relationships with clients and internal customers
- Advising of late runners and transport failures to customers and relevant Departments.
- Forming potential solutions to transport problems by managing and monitoring delivery.
- Rebooking and presenting options to the customer
- Ensure customer expectations are managed
- Logging all transport issues
- Transport Administration
- Job rating
- Build strong working relationships with clients and internal customers
- Logging of transport issues and failures on the transport database
- Raising charges to customers and gaining an agreement for any incurred c osts caused by the client
- Coordinate between haulier and customer to ensure service issues are resolved
- Maximum failure rate 3%
- All work rated on day of dispatch
- Ensure all daily work is covered, exceptions reported and solutions advised
- Ensure timely and accurate customer notification on late running with detailed information in aproved format
- All Vendor Self Bills to be sent accurate and in a timely manner
- All additional costs captured within 24 hours
- Efficient management of Haulier Claims
- Building special quotes
- Resolve all invoice queries within 72 hours
- All invoices despatched within 7 days
- All investigations for root cause of failures and recommended corrective actions within required time limits
- Allocation of all work to hauliers by set deadlines
Required Skills:
- Excellent customer service skills
- Professional and confident telephone manner
- Self motivated, dedicated and driven
- Ability to work both independently and as part of a team
- Ability to work under pressure
- Proactive
- A good knowledge of cost recovery issues
Discretionary annual bonus
Enhanced pension scheme up to 15% total contribution
Life assurance x4
Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
Health plan including an Employee Assistance Programme
Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
Hybrid Working
Cycle to work scheme/ Season ticket loans
Enhanced policies including Maternity & Paternity
Employee recognition awards
Considerable scope for personal and professional growth through the CMA CGM Academy
CMA CGM Group is proud to define itself as a family business built on strong human values.
Excellence
Exemplarity
Imagination
Boldness
CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.
Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.
Come along on CMA CGM's Adventure
