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ID:  541040
Location: 

Liverpool, GB

Customer Service Coordinator

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.

 

MAIN PURPOSE

 

The job holder will work closely with the Vessel Reconciliation Customer Service Team Leader / Import Vessel Reconciliation 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. 

 

Is 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.

 

 

MAIN RESPONSIBILITIES

 

 

  • Customer satisfaction levels to be maintained/enhanced to ensure business growth and cross-selling opportunities are created.

  • Provide 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 to ensure quality service is provided to key customers.

  • Develop a good rapport with trade, 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.

  • Complete manifests and record data within the Schedule / KPI report.

  • Communicate rollovers/vessel delays with shipments to UK-controlled customers and ensure amendments are completed.

  • Inform customers of late runners and failed collections with 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 BSC Riga team with invoice disputes.

  • All criteria to be in place before completion of release request (Bills/Payment/Release Authorisation/Cleared-Landed).

  • Ensure Idles are chased weekly for containers +7 Days for both carrier and merchant containers.

  • Review processes and procedures within the Imports 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.

  • Implementing SOP’s to meet customers' demands and reviewing processes when necessary based on client's requirements

  • Meet Key Performance Indicators which is outlined by the Business and to meet both Business / Customer requirements.

  • Complete customs clearance checks day before delivery is booked to ensure no wasted journeys.

  • Complete Import / Export Customs clearance operations.

 

             

KEY COMPETENCIES & QUALIFICATIONS

 

SKILLS & EXPERIENCE

 

  • Background in shipping, customer service, and logistics

  • Attention to detail

  • Exceptional communication skills

  • Excellent organisational skills

  • Good telephone manner and email etiquette

  • Capability to work under pressure

  • Proactive problem-solving skills

  • Create, build and sustain team morale and build enthusiasm

  • Self-motivated & organised.

  • Responsibility for ensuring that local Health and Safety policies and procedures are followed in order

  • to ensure own safety

  • Adaptable to customer requirements.

  • Strong customer service skills.

  • Computer literate

  • Basic understanding of Health and Safety.

 

 

PRACTICAL & TECHNICAL KNOWLEDGE

 

  • Conversant with internal systems.

  • Good knowledge of Shipping process, procedures, rules & regulations

  • Computer literate and capable of producing reports and analysis of data.

  • Courses in shipping – NVQ or equivalent (Preferred)

 

 

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.

 

Come along on CMA CGM's adventure!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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