Customer Service Advisor

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Location:

Liverpool, GB

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

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.

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 time frames
• 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
• 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.

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…