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ID:  504180
Location: 

Rhoon, NL

Customer Service Officer

 

CMA CGM Logistics is part of the group CMA CGM covering all the aspects of Supply Chain.
Present in more than 120 countries, CMA CGM Logistics CMA CGM Logistics is also the supply, receipt, storage, order preparation, customs, transport to production sites (or via platforms).

 

 

Customer Service Officer Export

 

Department

Customer Care

 

Sub department

 

Customer Service Export

Reports to

Team Leader Customer Service Export

Grade:

 

 

 

A. Career band:

Please choose between the below options. It is not possible to select multiple options

 

 

 Focus lies on Professional Expertise and Individual Contribution

 

 Focus lies on Management

 

# of direct reports:    N/A___________________

 

# of indirect reports: N/A___________________

 

 

 

B. Mission:

Describe below the primary purpose and function of this job. Why does the job exist in the company? 

Please formulate your answer as follows: which activities (a,b,c) will need to be completed in order to obtain the following results (x,y,z).

 

The Customer Service Officer Export manages all export customer service-related issues for either specific trades or a specific range of customers. The Customer Service Officer Export can handle all queries from customers, operational department and other CMA CGM departments (back offices). The Customer Service Officer Export can multitask within the various Export Customer Service teams.

 

 

 

C. Key roles and responsibilities:

List up to 5 - 7 key roles and responsibilities of this job. Additionally, please indicate the percentage of time spent on a monthly basis for each role/responsibility.

 

Roles/Responsibilities

 

 

% of time spent

  1. Monitor bookings and amend them whenever required/requested. Keeping all relevant internal- and external parties informed. Keep customers well informed of all issues with bookings

 

25%

  1. Properly monitor all additional costs against individual bookings and make sure they are charged on to customers / internal cost centres including monitoring non freighted bookings / freighting workflow

20%

  1. Follow up cargo readiness reports for any missing information from customers

20%

  1. Assist the shared service centres for any queries and questions raised during the booking process (RFIs).

15%

 

 

  1. Investigation / correcting of export dispute invoices including follow up on approval of customer invoices

10%

  1. Identify improvements and provide feedback on day-to-day business

 

5%

  1. Full compliance with the Customer Care Charter

 

5%

 

 

D. Financial responsibility:

Responsibility for an operational budget. If so, please provide an indication on the budget size (EUR)

 

None

 

 

 

E. SuccessFactors:

Please provide a list of the most relevant factors which determine the success in this position.

 

  • To upgrade and improve customer satisfaction experience
  • Making sure the freighting workflow and cargo readiness reports are properly followed up minimizing last minute short falls and making sure correct charges are manifested

 

 

 

 

F. Job requirements and qualifications:

Indicate the minimum education and experience for this position

 

Minimum education:

 

MBO (level 4)

Minimum relevant work experience:

 

Relevant working experience

Management experience

 

 

 

 

2-4 years

 

 

 

N/A

 

License/Certification/Qualification:

 

-    Preferably shipping education (Cargadoor 1 and 2)

-    Couple of years work experience in an International Customer Service Environment

 

Skills / Competencies:

 

  • Ability to work in a stressful environment
  • Ability to indentify priorities
  • Accuracy
  • Analytical mindset
  • Customer-focused
  • Pro-active
  • Teamplayer
  • Fluent in Dutch and English (to be able to read, write and speak)
  • Proper knowledge of Microsoft Office (latest version)

Other requirements:

 

  • Knowledge of shipment INCO-terms
  • Ability to handle a proper administration (shipment files as well as email files)

 

 

CMA CGM Logistics is part of the successful CMA CGM Group, the world's 3rd largest container shipping company

 

 

 

 

 

 

 

 

 

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