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.
MAIN PURPOSE
The job holder will work closely with the Export Customer Service Team Leader / Export Customer Service 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 SSL Intra NEUR 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
MAIN RESPONSBILITIES

• 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.
• Abilities to be able to complete Import & Export Bookings, Cross Bookings and meet Vessel Recap deadlines.
• Communicate vessel updates within the UK Agency to ensure we meet HO KPI and communication is sent to Customers.
• Inform customers of late / failed collections and provide 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.
• To respond and support BSC Riga team with invoice disputes.
• All criteria to be in place before completion of delivery request (Bills/Payment/Release Authorisation/Cleared-Landed).
• Knowledge of their specific customer's services / volume levels / carrier vs. merchant.
• Review process and procedures within the Export department and suggest ideas/improvements for the organisation.
• Complete relevant reports to offer support with Team Leader / Manager and complete the relevant day to day work.
• Meet Key Performance Indicators which is outlined by the Business and to meet both Business / Customer requirements.
• Account Management for VIP Customers and ensure right processes are in place (COP / SOP's) to meet customers demands.
• Cross trained on all functions on the department such as Tanks, Reefers, Cross Docking and RORO shipments.
• Manage and work closely with Suppliers and stakeholders to ensure they are performing.

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!