Export Customer Care Advisor

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

Mission

Provide a high standard of service to our customers ensuring the highest level of customer communication at all times concerning all exports. To lead and drive improvements in relation to quality and productivity within the team and meet set KPI’s.

**Responsibilities**:

- Primarily working in CRM System, Salesforce, to handle and close cases received pertaining to general enquiries; requests for updates on booking status to booking amendments
- Case handling to be focused on quick TAT and quality handling
- Assist in proactive reporting follow up to improve performance in key areas: Invoicing; booking turntime; Shipped on board performance
- Liaise with key internal stakeholders on behalf of the customer’s business and requirements
- Problem solving with team members when relevant.
- Maintain thorough knowledge of services, as well as legislation and maritime rules & regulations.
- To foster and drive strong relationships with key stakeholders - Sales, Transport, Operations - to the benfit of the business.
- To collectively drive within the department the range of E-solutions available to customers and increase their uptake

Key Performance Standards
- Ensure customer requirements are met professionally & in a timely manner.
- Maintain a high level of accuracy for all functions, ensuring a clear audit trail recorded.
- Keep management apprised of ongoing situations and problems for appropriate action to be implemented.
- Participate fully in the on-going enhancement of the Export Department
- Ensure KPIs around quality handling and turntime are met

Additional Information

The job holder will work closely with the Customer Services team and other CMA CGM agencies/departments as required. They will require a strong understanding of the services and any changes to regulations. Will need to be able to manage and drive projects through to a high standard. The reporting line will be to the Export Customer Services Team Leader.

**Shift Patterns**: Monday to Friday

**Shift Hours**: 8am - 4pm / 9am - 5pm (Main Shift) / 10am - 6pm

Profile and

**Required Skills**:

- Export Shipping / Freight Forwarding experience desired.
- Professional confident telephone manner.
- Ability to remain calm under pressure.
- Establish & maintain good relationship with customers and colleagues.
- Attention to detail.
- Exceptional communication skills.
- Flexible to work out-of-hours when necessary/required.

Practical and Technical Knowledge
- Computer Literate
- Team Player
- Professional at all times

**Qualifications**:

- Educated to GCSE level or equivalent (minimum of grade C or equivalent in English and Mathematics)

Health & 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 CMA CGM Academy

CMA CGM Group is proud to define itself as a family business built on strong human values.

Excellence

Exemplarity

Imagination

Boldness

Join us and discover a world of opportunities

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