CMA CGM | ABOUT US

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

JOB PURPOSE

We’re looking for a customer-focused Customer Service Advisor to support our Deep Sea and Short Sea customers.

As our Customer Service Advisor, you’ll deliver an exceptional service to our valued customers, with tasks including import and export cargo releases, handling deliveries and successfully resolving customer enquiries.

You’ll ensure accurate documentation and billing, coordinate with internal teams and external partners, and deliver excellent service from first contact to final release.

KEY RESPONSIBILITIES

• Handle customer enquiries from both Deep Sea and Short Sea customers, via phone and email, providing clear, accurate and timely updates.
• Create and manage bookings and Bills of Lading in in-house CRM system
• Coordinate import cargo release: verify documentation (e.g., original B/L where required), confirm payments/credit status and obtain release authorisation.
• Calculate and raise charges accurately (e.g., storage, demurrage & detention, ancillary charges) and ensure customers are advised of costs.
• Arrange inland transport when required, including booking/reserving via our inhouse Transport Planning system.
• Manage delivery requests end-to-end, ensuring all criteria are met (cleared/landed status, bills, payments, documentation) whilst ensuring that deadlines and SLA’s are met.
• Liaise closely with our Port Operations teams, system providers and internal teams (including Credit Management and Global Business Services centre where applicable) to resolve issues quickly.
• Log, track and resolve cases in our inhouse CRM, keeping a clear audit trail and escalating complex issues appropriately.
• Support compliant handling of specialist shipments (e.g., HAZ, OOO, bulk/devan) and follow relevant legislation and maritime/port regulations.
• Contribute to continuous improvement by following SOPs, suggesting process enhancements and producing basic reports for supervisors/management.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Demonstrable experience within a fast-paced customer service environment. Customer Service experience within the shipping or logistics sectors would be advantageous, but is not essential.
• Strong analytical skills and high attention to detail
• Excellent communication skills, with the ability to build effective working relationships with both customer and internal stakeholders .
• High levels of organisation, with ability to prioritise effectively in a fast-paced operational environment.
• Excellent IT skills, with ability to work with multiple inhouse systems
• Knowledge of shipping, freight forwarding, port operations and/or maritime regulations is beneficial, but not essential as full training will be provided.
• Contribute to continuous improvement of KPI’s
• Comfortable working to service levels/KPIs and maintaining a clear audit trail.

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 8.5% total contribution
• Life assurance x3
• Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
• Private healthcare (LAYA) + 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
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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!