Location: Dublin, IE
Customer Service CoordinatorCMA CGM SSL INEUR | ABOUT US CMA CGM SSL INEUR, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe transport.
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.
MAIN PURPOSE Provide a high standard of customer care to our customers and work closely with the import and export key accounts team and be responsible to manage and monitor daily operations effectively. To provide ongoing support to the customer care team, ensuring that high levels of customer service are delivered at all times. To offer the customers a high level of communication at all times and ensure we are offering them a quality service. Maintain high levels of attention to detail in every aspect of the role. Support the development of the team through the sharing of best practices. To lead and offer suggestions to encourage continuous improvement within the customer care department. Achieve departmental objectives. Assist the team in line with CMA CGM policies and agreed procedures.
MAIN RESPONSIBILITIES Act as a back-up to the Customer Care manager and provide cover in case of annual and other leave.Assist customer care manager with the mid year and annual appraisals for the team and attend the meetings (if required).Occasionally there may be a need to work out of regular hours to resolve live issues or ensure one of the team members are available to cover.Provide assistance to ensure that there is adequate staff cover for both import and export shipments for Northern Ireland customers when it is a public holiday in ROI but not in NI.Log non-conformance / exception management.Assist and guide the team with more complicated matters such as lost bill of lading procedures.Liaise with stakeholders to resolve customer service issues.Liaise with Head Office / POL's / POD's / Sales regarding customer issues.Assist with problem solving to assist team members when relevant.Participate in development of system enhancements / departmental planning.Assist with team meetings when needed.Identify and attend off site meetings when required with customers / suppliers.Query resolution. Be able to deal with customer complaints & disputes professionally with a preferable outcome to both parties. Queries to be monitored and reported on daily basis. Ensure team follow-through and closure.Working closely with both Bookings and Documentation team.Lead E-Commerce with customers for both Bookings and Documentation.Maintain thorough knowledge of services, as well as legislation and maritime rules & regulations.Key Performance Standards Ensure customer requirements are conveyed professionally & in a timely manner.Ensure NOVA KPIs are adhered to / monitored with particular focus on turn time.Ensure ALL RFIs are resolved within KPI timeframes.Maintain a high level of accuracy for all functions, ensuring a clear audit trail recorded.Keep the customer care Manager apprised of ongoing situations and problems for appropriate action to be implemented.Participate fully in the on-going enhancement of the customer service department.Assist to monitor, manage and develop staff.Maintain department KPI – Monthly / weekly monitoring and updating staff. Ensure daily workload is in line with KPI's & ensure that tasks are evenly distributed to team members.Promote web usage for both Bookings and documentation.Promote & ensure the effective use of Salesforce (Nova).Additional Information The job holder will work closely with the customer care team and other CMA CGM agencies / SSC teams as required. The job holder will have a strong understanding of merchant haulage, carrier haulage, refers, OOG, COD, Transhipments & LOI's. They will require a strong understanding of the services and any changes to regulations. Will need to be able to work well with people and drive projects through to a high standard. Must be highly motivated and required to create a positive environment during a period of ongoing change and new technology. Require motivational skills and create a positive environment for their staff and colleagues. The reporting line will be to the Customer Care Manager.
KEY COMPETENCIES & QUALIFICATIONS SKILLS & EXPERIENCE Professional telephone manner.Ability to remain calm under pressure.Establish & maintain good relationships with customers and colleagues.Exceptional communication skills.Flexible to work out-of-hours when necessary/required.Shipping / Freight Forwarding experience beneficial.Team Player.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.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.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. Exemplarity
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