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- Tasks: Support the Export Customer Service Team in enhancing operations and customer satisfaction.
- Company: CMA CGM is a global leader in shipping and logistics, committed to innovation and sustainability.
- Benefits: Enjoy 25 days annual leave, private healthcare, hybrid working, and opportunities for personal growth.
- Why this job: Join a diverse team focused on exceptional customer service and impactful humanitarian efforts.
- Qualifications: No specific qualifications required; just bring your passion for customer service and teamwork.
- Other info: Opportunities for development across 160 countries and a commitment to mental health awareness.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
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.
THE ROLE
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
WHAT YOU’LL BE DOING
- 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.
- Account Management for VIP Customers and ensure right processes are in place (COP / SOP’s) to meet customers demands.
- Manage and work closely with Suppliers and stakeholders to ensure they are performing.
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 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!
Customer Service Advisor - Short Sea Lines employer: CMA CGM (UK) Shipping Limited
Contact Detail:
CMA CGM (UK) Shipping Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Short Sea Lines
✨Tip Number 1
Familiarise yourself with CMA CGM's services and values, especially their commitment to customer satisfaction and sustainability. This knowledge will help you align your responses during interviews with their mission and demonstrate your genuine interest in the company.
✨Tip Number 2
Practice your communication skills, as this role requires effective interaction with customers and internal teams. Consider role-playing scenarios where you handle customer inquiries or complaints to showcase your problem-solving abilities.
✨Tip Number 3
Network with current or former employees of CMA CGM on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
✨Tip Number 4
Stay updated on maritime regulations and logistics trends, as this knowledge will be crucial for the role. Being able to discuss recent developments in the industry can set you apart from other candidates.
We think you need these skills to ace Customer Service Advisor - Short Sea Lines
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service, logistics, or related fields. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to meet customer satisfaction goals.
Write a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled customer service challenges in the past and how you can contribute to CMA CGM's mission of providing exceptional service.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that all information is accurate and presented professionally.
How to prepare for a job interview at CMA CGM (UK) Shipping Limited
✨Understand the Company
Before your interview, take some time to research CMA CGM and its operations. Familiarise yourself with their commitment to sustainability and customer service excellence. This knowledge will help you demonstrate your genuine interest in the company and align your answers with their values.
✨Showcase Your Customer Service Skills
As a Customer Service Advisor, your ability to handle customer inquiries and complaints is crucial. Prepare examples from your past experiences where you successfully resolved issues or enhanced customer satisfaction. Highlight your communication skills and ability to work under pressure.
✨Familiarise Yourself with KPIs
Understanding key performance indicators (KPIs) relevant to customer service will be beneficial. Be ready to discuss how you have met or exceeded KPIs in previous roles, and think about how you can contribute to maintaining high customer satisfaction levels at CMA CGM.
✨Prepare Questions for the Interviewers
Interviews are a two-way street. Prepare thoughtful questions about the role, team dynamics, and the company's future goals. This shows your enthusiasm for the position and helps you assess if the company is the right fit for you.
