Customer Service Coordinator

4 months ago

Liverpool, United Kingdom Containerships Full time

CMA CGM SSL INEUR | 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.

CMA CGM SSL INEUR’s 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.

CMA CGM SSL INEUR is also a European leader in sustainable transport thanks to its 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. This will need to be achieved through the development of the customer service team, and ongoing review of core KPIs, processes and procedures. 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. Important to keep customers informed of all information which is relevant to the shipment and aim to provide customers with exceptional service.

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

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 analyse 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 DO WE OFFER?

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

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

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

Join us and discover a world of opportunities

Please note that when you click “Apply”, you will be transferred to the career portal. Please make a note of the Job Requisition ID number so you can locate the vacancy and progress your application. You will also be required to log in or register on the career portal to progress your application.

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