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Import Customer Service Coordinator

4 months ago

Liverpool, 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 the role**:
The job holder will work closely with the Import Customer Service Senior / Import Manager, to support and implement improvements in relation to the quality and productivity of operations and customer service. This will need to be achieved through developmement of the customer service team, and ongoing review of core KPIs, processes and procedures.

To support and be involved in key goals and objectives to meet Containerships mission and vision and manage departmental projects.

Is responsible for handling the day to day operations and will be driven to provide quality customer service skills to meet customer requirements. Important to keep customers informed of all information which is relevant to the shipment and aim to provide customers with an exceptional service.

**Key responsibilities**:
Customer satisfaction levels to be maintained/enhanced to ensure business is growth and cross-selling opportunities are created.

Deliver customer specific 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 off-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.

To respond and support BSC Riga team with invoice disputes.

Complete Bookings and follow up with late runners to ensure all bookings are completed.

KEY COMPETENCIES & QUALIFICATIONS

SKILLS & EXPERIENCE

Background in shipping, customer service, logistics

Attention to detail

Exceptional communication skills

Excellent organisational skills

Capability to work under pressure

Proactive problem solving skills

Create, build and sustain team morale and build enthusiasm

Self-motivated & organised.

Responsibility for ensuring that local Health and Safety policies and procedures are followed in order to ensure own safety

Adaptable to customer requirements.

Strong customer service skills.

**Data input skills**: high rate of KDPH and accuracy required.

PRACTICAL & TECHNICAL KNOWLEDGE

Conversant with Containerships systems.

Good knowledge of Shipping process, procedures, rules & regulations

Computer literate and capable of producing reports and analysis of data.

QUALIFICATIONS

Educated to GCSE level or equivalent - Minimum grade C or equivalent in English and Mathematics (Essential)

Courses in shipping - NVQ or equivalent (preferred)

**HEALTH AND SAFETY**:
Responsibility for ensuring that local Health and Safety policies and procedures are followed in order to ensure own safety and the safety of others

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

Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille

Cycle to work scheme/ Season ticket loans

Enhanced policies including Maternity & Paternity

Employee recognition awards

Considerable scope for personal and professional growth through the