Import Customer Service Coordinator

Job content

Containerships, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe. Containerships’ door-to-door solutions connect Northwest Europe, the Baltic countries and Russia with the Iberian Peninsula, the Canary Islands and Morocco via short sea routes, rail, road and inland waterways , thus combining various modes of transport with innovative logistics services for a secure and cost-effective customer experience. Containerships is also a European leader in sustainable transport thanks to its fleet of LNG powered vessels and trucks.

Mission

The job holder will work closely with the Import Customer Service Senior / Import Manager, to 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 be involved in key goals and objectives to meet Containerships 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.

Responsibilities

• 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.
• Help 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.
• Pre-Bookings to be completed where possible to support transport with planning in advance.
• Communicate roll overs/vessel delays with shipments to UK controlled customers and ensure amendments are completed.
• Inform customers of late runners and failed collections with 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 communicate with and assist BSC Riga team with invoice disputes.
• Complete Bookings and follow up with late runners to ensure all bookings are completed.

Profile and Required Skills

• Background in shipping, customer service, logistics
• Attention to detail
• Exceptional communication skills
• Excellent organisational skills
• Good telephone manner and email etiquette
• Capability to work under pressure
• Proactive problem solving skills
• Create, build and sustain team morale
• Self-motivated & organised.
• Responsibility for ensuring that local Health and Safety policies and procedures are followed in order

to ensure own safety

• Adaptable to customer requirements.
• Strong customer service skills.
• Data input skills: high rate of KDPH and accuracy required.

Practical and Technical Knowledge

• Conversant with MacAndrews systems.
• Good knowledge of Shipping process, procedures, rules & regulations
• Computer literate and capable of producing reports and analysis of data.

Qualifications

• Educated to GCSE level or equivalent - Minimum grade C or equivalent in English and

Mathematics (Essential)

• Courses in shipping – NVQ or equivalent (Preferred)

Health and Safety

Responsibility for ensuring that local Health and Safety policies and procedures are followed in order to ensure own safety and the safety of others

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 up to 3 days annual leave

Discretionary annual bonus

Generous pension scheme up to 26% total contribution

Life assurance x4

Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter

Health 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

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.

Boldness-Go beyond the limits

Initiative- Dare in order to progress

Imagination-Constantly adapt to be the best in our field

Integrity-Continually strive for sustainable prosperity

Are you bold, imaginative and ready to take the initiative with integrity? Join us and discover a world of opportunities

Closing date for applications: Midnight on 31st July 2021

Please note that when you click “Apply”, you will be transferred to the career portal. Please make a note of the Job Requisition ID number so you can locate the vacancy and progress your application. You will also be required to log in or register on the career portal to progress your application.

If you do not hear back from us within four weeks, please assume that on this occasion you have not been successful.

Come along on CMA CGM’s adventure!