Customer Service Coordinator
1 month ago
About Us
CMA CGM SSL INEUR, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe transport.
Our 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.
We are also a European leader in sustainable transport thanks to our fleet of LNG-powered vessels and trucks.
Job Purpose
- The Customer Service Coordinator - Key Accounts will work closely with the Key Account Team Leader / Key Account Manager, to support and implement improvements in relation to the quality and productivity of operations and customer service.
- To support and be involved in key goals and objectives to meet CMA CGM SSL INEUR mission and vision and manage departmental projects.
- To be responsible for handling the day-to-day operations and will be driven to provide quality customer service skills to meet customer requirements.
Key Responsibilities
- Account Management for VIP Customers and ensure the right processes are in place (COP / SOP's) to meet and exceed customers' expectations, to ensure business growth and cross-selling opportunities are created.
- Provide high-quality customer service skills via telephone, email and face-to-face.
- 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 with key stakeholders to ensure quality service is provided to key customers, e.g. Trade Team, overseas Agencies, Suppliers and Customers.
- Attend off-site meetings with customers for service, review and new customer integration.
- Support review of processes and procedures and implementation of improvement strategies.
- Manifest within a timely manner and work with overseas agencies to ensure the accuracy of bookings.
- Abilities to be able 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 the customer requirements.
- Should the 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.
- Complete invoicing/queries and apply relevant freight, and ancillary charges as per the tariffs. Ensure exceptions are applied.
- To respond and support overseas Shared Services team with invoice disputes, ensuring a timely resolution
- Ensuring all criteria is in place before completion of delivery request (Bills/Payment/Release Authorisation/Cleared-Landed).
- Knowledge of their specific customer's services / volume levels / carrier vs. merchant.
- Review processes and procedures within the Specialist department and suggest ideas/improvements for the organisation.
- Complete relevant reports to offer support with Team Leader / Manager and complete the relevant day-to-day work
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