Customer Service Coordinator

1 week ago

Liverpool, Liverpool, United Kingdom Containerships Full time

About Us

CMA CGM Containerships is a leading provider of multimodal logistics and door-to-door intra-Europe transport solutions. Our company is a subsidiary of the CMA CGM Group, a global leader in the shipping and logistics industry.

Job Purpose

The Customer Service Coordinator - Key Accounts will play a critical role in supporting the Key Account Team Leader/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 customer requirements.

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, and legislation.
  • 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.
  • 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 communicate with Customers.
  • Inform customers of late/failed collections and provide alternative solutions to meet customer requirements.
  • Handle customer complaints in a professional manner, providing solutions to meet customer expectations.
  • Complete invoicing/queries and apply relevant freight and ancillary charges as per tariffs.
  • Support the overseas Shared Services team with invoice disputes, ensuring timely resolution.
  • Ensure all criteria are in place before completion of delivery requests.
  • 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 organization.
  • Complete relevant reports to support the Team Leader/Manager and complete day-to-day work.

Knowledge, Skills, and Experience

  • 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 organizational and prioritization 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

  • 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.
  • 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.
  • Private healthcare (BUPA) + Healthcare Cash 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.

Our Values

  • Excellence.
  • Exemplarity.
  • Imagination.
  • Boldness.

CMA CGM Containerships respects, supports, and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees. Our inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values, and enhances employee engagement.

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