Service Delivery Excellence Coordinator

5 days ago


Liverpool, Liverpool, United Kingdom American President Lines Full time

Transforming customer experiences in shipping and logistics, we are seeking a skilled Service Delivery Excellence Coordinator to join our team at CMA CGM. As a key member of our Global Business Services division, you will play a vital role in ensuring seamless delivery of services to our customers.

About the Role

This dynamic position offers the opportunity to work with a global leader in shipping and logistics, serving over 420 ports across five continents. With a strong focus on customer satisfaction, you will be responsible for delivering exceptional service through efficient incident management, monitoring team performance, and effective escalation of customer technical problems.

Key Responsibilities
  • Incident Management: Deliver excellent incident (case) management as per agreed Service Level commitments, ensuring timely resolution of customer issues.
  • Team Performance: Monitor team performance against agreed KPI's, ensuring consistent achievement of targets.
  • Customer Engagement: Foster strong relationships with internal stakeholders, including CMA CGM Global Business Services, CCAM Global Customer Care Account Manager, GKAM Global Key Account Manager, and CMA CGM Group Regional Customer Care Manager.
  • Continuous Improvement: Identify areas for improvement and implement changes to enhance service delivery and customer experience.
Requirements

To succeed in this role, you will require:

  • A working knowledge of the Shipping industry, although not essential.
  • Demonstrable experience in a Customer Service/Service Delivery environment, preferably within the shipping industry.
  • A commitment to delivering exceptional customer experiences.
  • Strong analytical and reporting skills, with experience of analyzing and preparing data and reports for various audiences, including senior management.
  • Excellent stakeholder management, able to work transversally and manage large-scale change.
What We Offer

We offer a competitive salary of approximately $80,000 per annum, depending on location and experience, plus 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.
  • Enhanced pension scheme up to 15% total contribution.
  • Life assurance x4.
  • 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.

CMA CGM respects, supports, and values diversity in all forms. Our inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values, and enhances employee engagement.



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