At a Glance
- Tasks: Deliver top-notch customer service throughout the shipment process and resolve issues efficiently.
- Company: Join CMA CGM, a global leader in shipping and logistics with a commitment to innovation.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a generous pension scheme.
- Other info: Hybrid working options and a supportive environment for personal and professional development.
- Why this job: Be part of a team that values diversity and offers real growth opportunities.
- Qualifications: Customer service experience is a plus; strong communication and problem-solving skills are essential.
The predicted salary is between 30000 - 32000 £ per year.
- Customer Service Advisor (FTC up to 12 Months)
- 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.
MAIN PURPOSE
The job holder will be responsible for delivering a high standard of customer service throughout the shipment process, acting as a key point of contact for customers, internal departments, suppliers, overseas agencies and transport partners.
The role will support day-to-day operational activity, customer enquiries, bookings, shipment updates, issue resolution and service delivery, ensuring customers receive timely, accurate and professional communication.
The role is suited to candidates with a strong customer service mindset who are adaptable, organised and able to work across different customer service functions.
This may include supporting key account activity, general customer service coordination, shipment administration, customs-related checks, invoice queries, KPI performance and process improvement.
The job holder will work closely with Team Leaders, Managers and wider business stakeholders to maintain service quality, support continuous improvement and ensure both customer expectations and business targets are consistently met.
- MAIN RESPONSIBILITIES
- Provide high-quality customer service by telephone, email and face to face, ensuring enquiries are handled professionally, efficiently and in line with customer expectations.
- Act as a key point of contact for customers throughout the shipment process, providing accurate updates, resolving issues and escalating matters where appropriate.
- Maintain and enhance customer satisfaction levels, supporting business growth, customer retention and cross‑selling opportunities.
- Support customer‑specific KPI targets, including response times, case resolution, order accuracy, on‑time communication and overall service quality.
- Work proactively with internal departments, trade teams, overseas agencies, suppliers, transport partners and customers to ensure a joined‑up and consistent service.
- Support booking activity where required, including import, export and cross bookings, ensuring accuracy of information and timely communication.
- Provide shipment and vessel updates where required, ensuring customers and relevant internal stakeholders are kept informed.
- Inform customers of late or failed collections, delivery issues or operational delays, providing alternative solutions wherever possible.
- Handle customer complaints in a professional manner, identifying solutions that meet customer expectations and escalating where necessary.
- Complete invoicing queries, apply relevant freight and ancillary charges in line with tariffs, and support invoice dispute resolution with the relevant internal teams.
- Build effective relationships with customers and stakeholders, including key account or VIP customers where required.
- Ensure required criteria are in place before completion of release or delivery requests, including bills, payment, release authorisation and clearance status.
- Support customs clearance checks and import/export customs activity where required, helping to avoid unnecessary delays or wasted journeys.
- Support the implementation and review of SOPs/COPs, ensuring customer requirements are understood and processes remain effective.
- Complete relevant reports, provide operational updates and support Team Leaders and Managers with day‑to‑day activity.
- Contribute ideas for process, procedure and service improvements to improve customer experience, productivity and operational performance.
- Maintain a strong working knowledge of internal and external systems, logistics platforms, shipping processes, maritime regulations and relevant customer service procedures.
- WHAT ARE WE LOOKING FOR | 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 understanding of Mental Health through our Mental Health and Wellbeing Charter
- Private healthcare (BUPA), BUPA Dental Plan + 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.
- 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!
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Customer Service Advisor (FTC up to 12 Months) in Liverpool employer: American President Lines
American President Lines in Ashby-de-la-Zouch is an exceptional employer, dedicated to nurturing future talent in the logistics sector through its innovative Early Careers strategy. With a strong focus on inclusivity and professional development, employees benefit from a competitive package that includes generous annual leave, pension contributions, and exclusive discounts, all within a supportive work culture that values growth and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (FTC up to 12 Months) in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at American President Lines. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like American President Lines before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor (FTC up to 12 Months) in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to American President Lines:Your cover letter is your chance to shine! Tell us why you want to work at American President Lines specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at American President Lines!
How to prepare for a job interview at American President Lines
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
