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ID:  117818
Location: 

Dublin, IE

Export Customer Care Advisor

 

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations. 

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in its headquarters in Marseilles.

 

 

MAIN PURPOSE

 

•    Provide Customer Care Support to the company’s clients.
•    To offer a high level of comunication and at all times ensure a quality service.
•    To lead & Drive improvements in relation to quality and productivity within the team and to meet set KPI’s.


MAIN RESPONSIBILITIES

 

    Customer Care & Client Interaction.
    Export Bookings documentation & invoicing..
    Export Transport.
    Export Demurrage & detention & export Quay Storage.
    Client Queries & Disputes.
    Cargo Claims.

CUSTOMER CARE & CLIENT INTERACTION.


o    Provide exceptional customer service for all general telephone / e-mail enquiries
o    Ensure customers are notified of all respective charges and invoices are raised in an accurate and timely manner.  
o    Manage Bookings & special service requirements for Key Accounts.
o    Revert to customers with information which relate to their booking request and action accordingly with the required documentation
o    Identify and attend off site meetings when required with customers / suppliers
o    Liaise with Head Office / POL’s / Sales / ILS / Port team regarding customer issues

 

EXPORT BOOKINGS, DOCUMENTATION & INVOICING.


o    Oversee that all Booking/Documentation details are correctly updated onto LARA or other company data systems by the Shard Service centres.
o    Ensure the use of Auto-freightimng at time of booking.
o    Ensure customers are notified of all respective charges and invoices are raised in an accurate and timely manner.  
o    Revert to customers with information which relate to their booking request and action accordingly with the required documentation
o    Mark off Shipped on board list
o    LOI to be completed accordingly to H/O procedure.
o    Liaise closely with Sales, clarifying and correcting any SQ issues. Checking the Exceptions DB for all invoices/charges raised
o    Manage Bookings & special service requirements for Key Accounts.
o    All routings to be checked to ensure correct data is entered in line with the company routing policies.
o    Ensure essential checking of Bills of Lading is completed and are dispatched as per the Customers instructions
o    Bookings turnaround time aim is within 4 hours of receipt of email/E-Commerce or EDI booking.
o    Systematically propose Value Added Services to the client bases ie. Carrier Haulage, Insurance, Serenity.
o    All queries to be completed on a daily basis and invoice user error to be within KPI
o    Client disputes & customer complaints to be handled professionally with a preferable outcome to both parties. All Disputes to be logged correctly in the company systems.

 

EXPORT TRANSPORT.


o    Provide and arrange for inland transport as and when required by the client.
o    Book and reserve Transport using the Lara Transport Planning system. 
o    Ensure the team undertake the transport needs of the clients in accordance with the highest standards

Export Demurrage & Detention & Export Quay Storage.
o    Ensure the D&D & Quay Storage invoicing & follow-up are maintained.
o    Ensure all tariffs are up to date & report to line management where an error is found.
o    Notify your line managment of any IDLE FULL containers remaining on quay after 14 days or „EMPTY TO SHIPPER“ and on delivery for over 14 days.

 

CLIENT QUERIES & DISPUTES 


o    To be able to deal with customer complaints professionally with a preferable outcome to both parties
o    CIRA system is utilised as an internal system to ensure all charges are raised
o    Queries to be completed on a daily basis and invoice user error to be within KPI
o    Liaise with Head Office / POL’s / Sales / ILS / Port team regarding customer issues
o    All queries are to be looked at on day 1 for resolution by day 5 (Export queries less than 5%)
o    Queries User Error is to be lower than 15% for Export Department
o    All re-queries are to be discussed with your Team prior to closing (within the Export KPI of 5%)


CARGO CLAIMS


Follow the CMA CGM Group's guidelines on Cargo Claims handling.
Assist to register all Cargo Claims in the agency claims registration system 

Prepare all relevant back-up documentation as requested 


ADMINISTRATION.


o    Support the business objectives including e-Business, reduction of printed paper and filing.
o    Produce relevant reports for Team Leader / Senior Advisor / Management where applicable
o    Review process and procedures within the Exports department and suggest ideas/improvements for the organisation
o    Implementing SOP’s are effective for the necessary customers and review monthly
o    Maintain good knowledge of services as well as legislation and maritime regulations.
o    Ensure departmental deadlines are met
o    Manage local port requirements for manifests, port liason, customs liason.

 

TRAINING.


o    Maintain the required level of training and continious professional development comensurate with your job role.
o    Maintains thorough knowledge of services, as well as legislation and maritime rules & regulations.

 

HOURS OF WORK


Hours of work will be 40 per week Monday to Friday, with a paid lunch break of 1 hour to be taken between 12.00 noon and 2.00 pm.  Start and finish times will be at manager’s discretion to ensure adequate cover during normal office hours.  

Core hours are 9.00am to 5.00pm. You must be available for work between these hours.    The company also operates outside these core hours i.e. between 7am and 8.30am and 5.30pm to 6.30pm on weekdays and occasionally on Saturday and/or Sunday. From time to time the company may require you to be more flexible to meet the needs of the business.  You may be required to work outside of core hours or work on a Saturday or Sunday. Notwithstanding this, your working hours shall be in accordance with the Organisation of Working Time Act, 1997.  You are also entitled to a paid break of 15 minutes in the morning.  

 

KPIS/MEASURES/LIMITS OF AUTHORITY FOR ROLE


o    Ensure customer requirements are conveyed professionally & in a timely manner
o    Maintain a high level of accuracy for all functions, ensuring a clear audit trail recorded
o    Keep management apprised of ongoing situations and problems for appropriate action to be implemented
o    Credit Notes to be limited and partial credit notes to be raised when possible
o    Participates fully in the on-going enhancement of the Export Department
o    SOP’s to be completed and reviewed monthly to ensure customer’s demands are met
o    To ensure no late invoicing is sent to customers (Regular review of uninvoiced reports/D&D/Spot checks to prevent this to happen).  If late invoicing occurs then the procedure is to be followed
o    All queries are to be looked at on day 1 for resolution by day 5 (Export queries less than 5%)
o    Queries User Error is to be lower than 15% for Export Department
o    All re-queries are to be discussed with your Team Leader prior to closing (within the Export KPI of 5%)
o    All Invoices/Credit Notes to be sent by e-mail and user error to be lower than 2%
o    CIRA TAT to be completed and updated within 24 Hours. 
o    Bookings turnaround time aim is within 4 hours of receipt of email


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.

 

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 up to 3 days annual leave 

  • Discretionary annual bonus 

  • Generous pension scheme  

  • 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 

  • 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.  

 

  • Boldness-Go beyond the limits 

  • Initiative- Dare in order to progress 

  • Imagination-Constantly adapt to be the best in our field 

  • Integrity-Continually strive for sustainable prosperity 

 

Are you bold, imaginative and ready to take the initiative with integrity? Join us and discover a world of opportunities 

 

Closing date for applications: Midnight on 31st January 2022

 

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. 

 

If you do not hear back from us within four weeks, please assume that on this occasion you have not been successful. 

 

Come along on CMA CGM’s adventure !

 

 

 

 

 

 

 

 

 

Apply now »