Senior Customer Experience Partner - Liverpool, United Kingdom - CMA CGM (UK) Shipping Limited

CMA CGM (UK) Shipping Limited
CMA CGM (UK) Shipping Limited
Verified Company
Liverpool, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

We have an exciting opportunity available for a
Senior Customer Experience Partnertojoin our
Liverpool office
.You will join us on a
full-time, permanent basis.In return, you will receive a
competitive salary and benefits.


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 AIRCARGO, 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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.


The Senior Customer Experience Partner Role


As a
Senior Customer Experience Partner,youwillwork closely with the Import Key Accounts team and other CMA CGM agencies/departments as required.

They will need to review the clients requests and offer exceptional customer service.

Also they will require a great overall knowledge of containers that are not standard delivery/release requests (Hazardous etc).The reporting line will be to the Import Key Accounts Team Leader.


  • Shift Patterns: (Monday to Friday) 8am 4pm / 9am 5pm (Main Shift) / 10am 6pm_

Your responsibilities as our Senior Customer Experience Partner will include:

  • Managing Import lifecycle case management
  • Being the central point to handle exceptions/customer special demands / unexpected shipment disruptions/issues/complaints and provide appropriate solutions/alternatives within committed / timelines
  • Coordinating with related internal teams and follow up to ensure resolution
  • Providing contact to customers and managing/coordinating system modifications when needed (vessel delays, call omits, rollover, cut & run, overland, manifest issues, late VGM etc.)
  • Managing communication between Different Teams (Agency, HO, Customers )
  • Ensuring all documentation to be updated onto Docushare and utilised for filing purposes
  • Ensuring customers are notified of all respective charges and invoices are raised in an accurate and timely manner
  • Maintaining a thorough knowledge of services as well as legislation and maritime regulations
  • Ensuring queries to be completed on a daily basis and invoice user errors to be within KPI

To become ourSenior Customer Experience Partner, you'll need:

  • Educated to GCSE level or equivalent (minimum of grade C or equivalent in English and Mathematics)
  • The ability to establish & maintain a good relationship with customers and colleagues
  • Flexible to work outofhours when necessary/required
  • Shipping / Freight Forwarding experience beneficial
  • Basic understanding of Health and Safety
  • Conversant with CNS and FCP Port Systems
  • Discrete and professional at all times
  • Computer literate adaptable to new systems
  • Shipping experience preferred but not essential

In return, we will offer ourSenior Customer Experience Partner:

  • 25 days annual leave (plus public holidays) increasing with length of service plus an additional day over the Christmas period and the opportunity to buy/sell annual leave
  • Discretionary annual bonus
  • Generous pension scheme up to 26% of the total contribution


  • Life assurance x

  • 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
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