Senior Customer Experience Partner - Liverpool, United Kingdom - CMACGM

CMACGM
CMACGM
Verified Company
Liverpool, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

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

Mission

Provide a high standard of cutomer care for general enquiries from our import customer base. Provide effective communication and excellent customer service.


Responsibilities:


  • Manage Import lifecycle case management
  • Central point to handle exceptions / customer special demands / unexpected shipment disruptions / issues / complaints and provide appropriate solutions / alternatives within committed / timelines
  • Coordinate with related internal teams and follow up to ensure
- resolution

  • Contact to customers and manage/coordinate system
- modifications when needed (vessel delays, call omits, roll over,
- cut & run, overlanded, manifest issues, late VGM etc.)

  • Manage communication between Different Teams (Agency, HO,
  • Customers )
  • All documentation to be updated onto Docushare and utilised for filing purposes.
  • Ensure customers are notified of all respective charges and invoices are raised in an accurate and timely manner.
  • Maintain thorough knowledge of services as well as legislation and maritime regulations.
  • Queries to be completed on a daily basis and invoice user error to be within KPI.
  • Revert to customers with information which relate to their release/delivery request and action accordingly with the required documentation.
  • Ensure deadlines are met.
  • Problem solving when necessary.
  • Liaise closely with port operations and port system providers and utilise systems for pin/badge requests.
  • Attend off site meetings when required with customers.
  • Complete Devan / Bulk / OOO / HAZ shipments appropriately with the port/customer.
  • Liaise closely with Sales, clarifying and correcting any SQ issues. Checking the SQ database for all invoices/charges raised.
  • Implementing SOP's to meet customers demands and reviewing processes when necessary based on clients requirements
  • D&D invoices to be raised at time of delivery request.
  • Manage Freight / D&D Queries from invoice generated by SSC for Key Customers
  • Complete Qira reports by deadlines set.
  • Knowledge of their specific customer's services / volume levels / carrier vs. merchant.
  • Produce relevant reports for Supervisor / Deputy / Management.
  • Review process and procedures within the Imports department and suggest ideas/improvements for the organisation.
  • To be able to deal with customer complaints professionally and ensure management are aware of the details.
  • All criteria to be in place before completion of delivery request (Bills/Payment/Release Authorisation/Cleared-Landed).
Key Performance Indicators

  • Ensure customer requirements are conveyed professionally & in a timely manner.
  • Maintain a high level of accuracy for all functions, ensuring a clear audit trail recorded.
  • Keep the Team Leader / Senior Customer Service Advisor informed of ongoing situations and problems for appropriate action to be implemented.
  • Planetpress procedure to be followed when invoicing.
  • User error to be within the KPI of 2%.
  • Credit Notes to be limited
  • Carrier D&D to be completed at the time of delivery.
  • Ancillary charges to be raised at time of delivery (Triaxle / Hazardous etc)
  • Delivery to be actioned in line with D1-D3 criteria.


  • DOCUSHARE

  • To be updated for all documentation.
  • Late invoicing procedure to be followed when required.
Additional Information

The job holder will work closely with the Import Key Accounts team and other CMA CGM agencies/departments as required. They will need to review the clients request and to offer exceptional customer service. Also they will require a great overall knowledge of containers which 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


Shift Hours: 8am - 4pm / 9am - 5pm (Main Shift) / 10am - 6pm

Profile and


Required Skills:


  • Professional confident telephone manner.
  • Ability to remain calm under pressure.
  • Establish & maintain good relationship with cus
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