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Customer Service Coordinator
2 months ago
Job Summary
The Customer Service Coordinator - Key Accounts will play a crucial role in supporting the Key Account Team Leader/Key Account Manager in improving the quality and productivity of operations and customer service. This will involve developing the customer service team, reviewing core KPIs, processes, and procedures, and implementing improvements to meet the company's mission and vision.
Key Responsibilities
- Account Management for VIP Customers: Ensure the right processes are in place to meet and exceed customers' expectations, driving business growth and cross-selling opportunities.
- Provide high-quality customer service skills via telephone, email, and face-to-face interactions.
- Deliver customer-specific KPI targets to maintain high levels of customer satisfaction.
- Maintain thorough knowledge of internal/external systems, services, legislation, and maritime regulations.
- Ensure proactive inter-departmental communication with key stakeholders to provide quality service to key customers.
- Attend off-site meetings with customers for service, review, and new customer integration.
- Support the review of processes and procedures and implement improvement strategies.
- Manifest within a timely manner and work with overseas agencies to ensure the accuracy of bookings.
- Abilities to complete Import & Export Bookings, Cross Bookings, and meet Vessel Recap deadlines.
- Communicate vessel updates within the UK Agency to ensure we meet HO KPI and communication is sent to Customers.
- Inform customers of late/failed collections and provide alternative solutions to meet customer requirements.
- Handle customer complaints in a professional manner and provide solutions to meet customer expectations.
- Complete invoicing/queries and apply relevant freight and ancillary charges as per the tariffs.
- Respond and support overseas Shared Services team with invoice disputes, ensuring a timely resolution.
- Ensure all criteria is in place before completion of delivery request (Bills/Payment/Release Authorisation/Cleared-Landed).
- Knowledge of specific customer services, volume levels, and carrier vs. merchant.
- Review processes and procedures within the Specialist department and suggest ideas/improvements for the organisation.
- Complete relevant reports to support Team Leader/Manager and complete day-to-day work.
Requirements
- Demonstrable background in a Customer Service environment (Shipping or Logistics experience a significant advantage).
- Excellent analytical skills, able to collate and analyze data and information with high attention to detail.
- Exceptional communication skills, with the ability to build rapport and effective working relationships with key stakeholders, both internally and externally.
- Excellent organisational and prioritisation skills, with high levels of resilience and the ability to manage multiple priorities in a fast-paced, customer-facing environment.
- Proactive problem-solving skills.
- Strong team player, able to build and sustain team morale and engagement.
What We Offer
- Competitive salary.
- Generous benefits package, including 25 days annual leave (plus public holidays), discretionary annual bonus, enhanced pension scheme, life assurance, commitment to promoting awareness and understanding of Mental Health, private healthcare, hybrid working, cycle to work scheme, season ticket loans, and enhanced policies.
- Considerable scope for personal and professional growth through the CMA CGM Academy.
Company 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.
