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ID:  117845
Location: 

Liverpool, GB

Specialist Cargo Customer Service Coordinator (Fixed Term Contract)

 

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 Specialist Cargo Customer Service Senior / Specialist 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 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.  

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 an exceptional service.

 

Key Responsibilities:

 

•    Customer satisfaction levels to be maintained/enhanced to ensure business is 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 process and procedures and implementation of improvement strategies.
•    Manifest within a timely manner and work with overseas agencies to ensure accuracy of bookings.
•    Pre-Bookings to be completed where possible to support transport with planning in advance.
•    Communicate roll overs/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 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, ancillary charges as per the tariffs.  Ensure exceptions are applied.
•    Transhipment cargo to be worked on to the first available vessel. 
•    Assist in communication of roll overs/vessel delays to customers and update system.
•    Complete all operational functions such as manifest, collections, merchant own carrier requests within the necessary timeframes.
•    To manage warehouse and suppliers performance to deliver the service to customers when handling devans.
•    Control of Reefer shipments and manage the peaks and troughs throughout the seasons.
•    Manage Idle containers which remain on quay to ensure that the containers are moved after the agreed free-time.

 


 

Skills & Experience 


•    Background in Export shipping, customer service, 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.
•    Data input skills: high rate of KDPH and accuracy required. 

 

 

Practical & Technical Knowledge 


•    Conversant with Containerships systems.
•    Good knowledge of Shipping process, procedures, rules & regulations
•    Computer literate and capable of producing reports and analysis of data.

 

 

Qualifications 


•    Educated to GCSE level or equivalent - Minimum grade C or equivalent in English and Mathematics (Essential)
•    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 7th December 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 »