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Key Account Customer Service Coordinator

4 weeks ago

Aberdeenshire, United Kingdom Containerships Full time

Containerships, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe transport. Containerships' door-to-door solutions connect Northwest Europe, the Baltic countries and Russia with the Iberian Peninsula, the Canary Islands and Morocco via short sea routes, rail, road and inland waterways, thus combining various modes of transport with innovative logistics services for a secure and cost-effective customer experience. Containerships is also a European leader in sustainable transport thanks to its fleet of LNG powered vessels and trucks.

**PURPOSE OF ROLE**:
The job holder will work closely with the Key Account Customer Service Team Leader, to lead and drive

improvements in relation to the quality and productivity of operations and customer service.

Will handle the day to day operations for Containerships key clients. The person will be driven with

developing and maintaining excellent customer relations and acting as the focal operational contact to

ensure smooth transportation of the customer’s shipment.

Working closely with the Business Development teams, they will pinpoint areas of potential growth with

existing clients and provide excellent service performance to ensure customer satisfaction levels.

**KEY RESPONSIBILITIES**:

- Customer satisfaction levels to be maintained/enhanced to ensure business is growth and crossselling

opportunities are created.
- Deliver customer specif ic KPI targets to keep high levels of customer satisfaction
- Maintain thorough knowledge of internal/external systems (including logistic platforms) and services,

as well as legislation & maritime regulations.
- Ensure proactive inter-departmental communication takes place to ensure quality service is provided

to key customers.
- Develop a good rapport with trade, overseas agencies, suppliers and customers.
- Attend of f -site meetings with customers for service review, and new customer integration.
- Support review of process and procedures and implementation of improvement strategies.
- Manifest within a timely manner and work with overseas agencies to ensure accuracy of bookings.
- Pre-Bookings to be completed where possible to support transport with planning in advance.
- Communicate roll overs/vessel delays with shipments to UK controlled customers and ensure

amendments are completed.
- Inform customers of late runners and failed collections with alternative solutions to meet the

customer requirements.
- Should customer have any complaints then a professional manner is required in handling the

situation and provide solutions to meet customer’s expectations. If needed this can be escalated.

exceptions are applied.
- Transhipment cargo to be worked on to the f irst available vessel.
- Assist in communication of roll overs/vessel delays to customers and update system.
- Complete all operational functions such as manifest, collections, merchant own carrier requests

within the necessary timef rames.
- To manage warehouse and suppliers performance to deliver the service to customers when handling

devans.
- Control of Reefer shipments and manage the peaks and troughs throughout the seasons.

KEY COMPETENCIES & QUALIFICATIONS

**SKILLS & EXPERIENCE**:

- Proven background in shipping/logistics and customer service (Essential)
- Excellent communication and organisational skills
- Attention to detail
- Ability to thrive under pressure and remain calm
- Excellent organisational skills at both a strategic & operational level.
- Flexible to work out-of-hours when necessary/required.
- Will ensure that local Health and Safety policies and procedures are followed in order to ensure own

safety and the safety of others
- Strong account management skills and experience
- Shipping (Import/Export) / Freight Forwarding experience essential
- Sales based environment benef icial.
- Adaptable to customer requirements.
- Innovative approach to problem solving.
- Team Player
- Self -motivated & organised

**PRACTICAL & TECHNICAL KNOWLEDGE**:

- Good knowledge of Standard Operating Procedures
- Computer Literate
- Knowledge of port community systems/Logistic platforms

**QUALIFICATIONS**:

- Educated to GCSE level minimum of grade C in English and Mathematics (Essential)
- Courses in shipping - NVQ or equivalent (preferred)
- Educated to A level or equivalent (preferred)
- NVQ / Diploma / University Graduate in Maritime Studies / Logistics (Desirable)

Not only do we offer a competitive salary, we also offer a generous benefits package including:
25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave

Discretionary annual bonus

Generous pension scheme up to 26% 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

Loc

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