Job Description

CMA CGM | ABOUT US



Led by Rodolphe Saade, 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.



YOUR ROLE



Working closely with the Customer Services Team Leader and wider Customer Service team colleagues to deliver best in class customer experience for our customers.

Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers' needs and CMA CGM business objectives.

Contributing to driving improvements in NPS score and identifying opportunities to cross-sell CMA CGM products and services.



WHAT YOU'LL BE DOING | MAIN RESPONSIBILITIES



Provide exceptional customer experience for all CMA CGM UK customers, by both telephone and email

Business Expert for transversal Customer Care processes and support customer care projects

Work closely with customer service managers, customers, GBS and internal stakeholders to achieve high levels of customer experience and positive NPS ratings at every opportunity

Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction

Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes

Manage Export and Import lifecycle case management via inhouse case management system

Central point to handle exceptions/customer special demands/unexpected shipment disruptions/issues/complaints and provide appropriate solutions/alternatives within committed timelines

Coordinate with related internal teams and follow up to ensure resolution

Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)

Manage booking amendments/cancellations (after empty release) only if not handled at booking desk

Manage communication between Different Teams (Agency, HO, Customers...)

Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation

Deal with customer complaints professionally and contribute to root cause analysis and continuous improvement.



KNOWLEDGE, SKILLS AND EXPERIENCE



Demonstrable background in a Customer Service environment (Shipping or Logistics experience a significant advantage)

Excellent analytical skills, able to collate and analyse data and information with high attention to detail

Exceptional communication skills, with the ability to build rapport and effective working relationships with key stakeholders, both internally and externally

Excellent organisational and prioritisation skills, with high levels of resilience and the ability to manage multiple priorities in a fast-paced, customer-facing environment

Proactive problem-solving skills

Strong team player, able to build and sustain team morale and engagement.



WHAT DO WE OFFER?



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!