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ID:  545408
Location: 

Liverpool, GB

Key Account Customer Service Team Leader

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 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 development of the customer service team, and ongoing review of core KPIs, processes and procedures.

 

To set key goals and objectives to meet SSL Intra NEUR mission and vision and manage departmental projects.  It is important to inspire employees by keeping them motivated by recognising development areas, implementing training plans, setting workable goals, decision-making, coaching techniques, and involving employees to be part of projects.

 

MAIN RESPONSIBILITIES

 

  • Manage the daily operation of the team and ensure that workload is in line with KPI‘s.
  • Delegation/management of workload to the team.
  • Ensure department achieves recognised levels of productivity as related to operational functions and meets customer satisfaction.
  • Communicate with Management on performance of the team
  • Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
  • Manager with yearly appraisal with team members and review individuals' feedback, and objectives and be part of the plan with training/development.
  • Lead Half Yearly Reviews to ensure employees are engaged with the business and a follow-up from the Appraisal……. Communication with Manager in preparation for objectives etc.
  • Develop inter-departmental communication and work with Management team.
  • Develop close links with Head Office, Overseas Agencies, Suppliers and Customers.
  • Attend and lead meetings such as Team meetings, customers 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 Management level.
  • Ensure the accurate processing of customer delivery and release request and confirmations within agreed timescales
  • Develop Team members and ensure there is focus on developing their direct reports, as part of an ongoing talent management and succession strategy.
  • 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. 
  • Manage the team in the absence of Manager.
  • Support BSC, Riga team with invoice disputes.  Ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
  • Monitor and drive the performance of offshoring activities within the required SLA targets.
  • Service recoveries. Oversee all service recovery operations. Identify the root-cause of any such failures and disseminate any pertinent advice / information to minimise the risk of future failures.
  • Ensure that the Customer Service function is adequately staffed and trained to deliver an efficient support to internal and external customers.
  • Support Manager with investigations of Performance Improvement Plans for individuals not meeting the business set targets.
  • Work closely with third parties to meet regulations and build on relationships such as Port, HMRC and Environmental Agency.
  • Coach and mentor team to deliver quality customer support to UK Customers in line with the aim of making the CMA CGM Group the Carrier of Choice.
  • Ensure all additional UK charges (wasted journey/demurrage/detention) are investigated and invoiced.
  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
  • Overview the management of long-staying containers at destination.
  • Ensure customer profile is kept fully updated with customer requirements.

 

 

KPIS/MEASURES/LIMITS OF AUTHORITY FOR ROLE

 

Various Customer Service KPIs are in place to ensure we work to Customer Centricity but below are the main 6 Customer Service KPIs:

 

  • Idles – Containers on quay: 90%
  • Emails: Response time within 6 hours of receipt.
  • NOA’s: 100% NOA’s to be sent 24 hours prior to vessel arrival.
  • Vessel Recap: 100% - 24 hours prior to vessel arriving into the UK / 90% first touch point (Accuracy)
  • Phone Calls (RONA’s): 90% to answer phones within 30 seconds of phone ringing.
  • Devan: Containers to be cross-docked and delivered/released within 7 days of arrival.

 

 

TEAM OVERVIEW:

No. of permanent employees: 12 employees

 

 

KEY COMPETENCIES & QUALIFICATIONS

 

SKILLS & EXPERIENCE

 

  • Proven background in shipping and logistics (Essential)
  • Team Management Experience (preferred)
  • People management, leadership, coaching and motivation skills
  • Strong communication and interpersonal skills
  • Organisational skills at both a strategic & operational level with strong attention to detail.
  • Responsibility for ensuring that local Health and Safety policies and procedures are followed in order to ensure my own safety and the safety of others
  • 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
  • Project Management Skills
  • Conversant with Containerships & 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.

 

PRACTICAL & TECHNICAL KNOWLEDGE:

 

  • Educated to GCSE or equivalent - Minimum of grade C in English and Mathematics (Essential)
  • Degree in Business/Management or relevant experience at an equivalent level (Essential)
  • Course in shipping – NVQ or equivalent (Preferred)

 

 

Shift Patterns: Monday to Friday

Shift Hours:       8:30am – 4:30pm / 9am – 5pm (Main Shift) / 09:30am – 05:30pm

(Please Note: Shift hours are subject to change.  From time to time it may be necessary to work outside of these hours should business needs dictate.)

 

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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