We have an exciting opportunity available for a Customer Service Coordinator ? tojoin our Liverpool office**.** You will join us on a full-time, permanent basis. In return, you will receive a competitive salary and benefits.
CMA CGM SSL INEUR's 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.
CMA CGM SSL INEUR is also a European leader in sustainable transport thanks to its fleet of LNG-powered vessels and trucks.
The Role
Customer Service Coordinator will work closely with the Vessel Reconciliation Customer Service Team Leader / Import Vessel Reconciliation 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.
They support and are involved in key goals and objectives to meet Containerships mission and vision and manage departmental projects.
They are also 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.
Your responsibilities as our Customer Service Coordinator? will include:
- Customer satisfaction levels to be maintained/enhanced to ensure business is growth and crossselling 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.
- Complete manifets and record data within the Schedule / KPI report.
- 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 respond and support BSC Riga team with invoice disputes
To succeed in the Customer Service Coordinator? role, you'll need:
- To be educated to GCSE level or equivalent - Minimum grade C or equivalent in English and Mathematics (Essential)
- To be conversant with internal systems.
- To have good knowledge of Shipping process, procedures, rules & regulations
- To be computer literate and capable of producing reports and analysis of data.
- To have a background in shipping, customer service, logistics
- To have exceptional communication skills
- To have good telephone manner and email etiquette
- To have strong customer service skills.
- To be proactive problem solving skills
In return, we offer:
- 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
Are you bold, imaginative, ready to take the initiative with integrity, and feel you are the right candidate for the Customer Service Coordinator? opportunity,please click ‘apply' now! We would love to hear from you!