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ID:  117844

Liverpool, GB

Import Customer Service Coordinator


Containerships, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe transport. Containerships' 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. Containerships is also a European leader in sustainable transport thanks to its fleet of LNG powered vessels and trucks.



Purpose of the Role:


The job holder will work closely with the Import Customer Service Manager, to lead and drive improvements in relation to the quality and productivity of operations and customer service.  This will need to be achieved through developmement 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 Containerships mission and vision and manage departmental projects.  It is important to inspire employees by keeping them motivated and recognising development areas, implementing training plans, setting workable goals, decision making, coaching techniques and involving employees to be part of projects.


Key Responsibilities:


•    Offer support with ensuring the department achieves recognised levels of productivity as related to operational functions and meets customer satisfaction
•    Provide quality customer service skills via telephone, email and face to face
•    Ensure operations are run within Key Performance Indicator (KPI) parameters are followed; including  Transhipments
•    Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations
•    Develop inter-departmental communication and work with Senior Management team
•    Develop close links with Head Office, Overseas Agencies, Suppliers and Customers
•    Attend regular off site meetings with customers for service review, and new customer integration
•    Maintain a flexible approach to customer requirements in order to aid agency growth
•    Ensure charge recovery and dispute management are prioritised
•    Produce Ad-Hoc reporting and investigation for Senior Management
•    Regular review of process and procedures and implementation of improvement strategies
•    Develop customer service advisors and support their progression as part of an ongoing talent managment and succession strategy
•    Effectively communicate change and business updates to the organisation
•    Ensure all policies within the employee handbook are followed and employees are managed effectively to foster a conducive and healthy work environment
•    Handle customer complaints and develop/support team members in how to handle for future situations.  Certain issues/problem solving will be required to be completed by Management level dependant on risk/vale of costs involved.
•    To ensure bookings and late runners are responded to within a timely manner.
•    To respond and support BSC Riga team with invoice disputes.
•    Complete the day to day work whilst supporting the team members.
•    Step into the Import Manager positiin during absences and support the relevant functions which are needed during this timeline.


Skills & Experience 

•    Proven background in shipping and logistics (Preferred)
•    Team Management Experience (Preferred)
•    Leadership & People Development Experience (Preferred)
•    Good telephone manner and email etiquette
•    Attention to detail
•    Exceptional communication skills
•    Excellent organisational skills at both a strategic & operational level
•    Capability to work under pressure
•    Proactive problem solving skills 
•    Create, build and sustain team morale and build enthusiasm
•    Self-motivated & organised
•    Presentation Skills
•    Team Player 


Practical & Technical Knowledge 

•    Conversant with MacAndrews & External Port Systems
•    Thorough knowledge of Shipping process, procedures, rules & regulations
•    Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required
•    Computer literate and capable of producing reports and analysis of data



•    Educated to GCSE or equivalent - Minimum of grade C/equivalent in English and Mathematics
•    Degree in Business/Management or relevant experience at equivalent level (Preferred)
•    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 up to 5 days annual leave 

  • Additional days leave plus gift to celebrate your birthday 

  • Additional leave for wedding/civil ceremony plus gift 

  • 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 


Closing date for applications: Midnight on 30th November 2021


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 »