Customer Service Manager

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CMA 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 RESPONSIBILITIES
• Lead and manage the Vessel Reconciliation team.
• Ensure department achieves recognised levels of productivity as related to operational functions and meets customer satisfaction.
• Review productivity on the team and align with appropriate headcount & team structure.
• Ensure operations are run within KPI parameters and develop/maintain relevant key performance indicator reporting tools.
• Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
• Perform yearly appraisal with team members and provide individuals with feedback, objectives and plan training / development.
• Support Team Leaders to be able to complete Half Yearly Reviews to ensure employees are engaged with the business and a follow up from the Appraisal.
• Customer Service Town Halls to ensure up to date information is shared within the business.
• Develop inter-departmental communication and work with Senior Management team.
• Develop close links with Head Office, Overseas Agencies, Suppliers and Customers.
• Attend meetings such as Team meetings, customers and new customer integration.
• Maintain a flexible approach to Customer Requirements in order to aid agency growth.
• Ensure charge recovery and dispute management are prioritised.
• Produce Ad Hoc reporting and investigation for Senior Management.
• Regular review of process and procedures and implementation of improvement strategies.
• Ensure the accurate processing of customer delivery and release request and confirmations within agreed timescales
• Develop Team members, and ensure there is focus on developing their direct reports, as part of an ongoing talent managment and succession strategy.
• Effectively communicate change and business updates to the organisation.
• Ensure all policies within the employee handbook are followed and employees are managed effectively to foster a conducive and healthy work environment.
• Handle customer complaints and develop/support team members in how to handle for future situations. Certain issues/problem solving will be required to be completed by Management level dependant on risk/value of costs involved.
• Lead and manage strategic projects to support the growth and development of the business.
• Support BSC, Riga team with invoice disputes. Ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
• Monitor and drive the performance of off shoring activates within the required SLA targets.
• Service recoveries. Oversee all service recovery operations. Identify the root-cause of any such failures and disseminate any pertinent advice / information to minimise the risk of future failures.
• Ensure that the Customer Service function is adequately staffed and trained to deliver an efficient support to internal and external customers.
• Manage Performance Improvement Plans with the support of Team Leaders for individuals not meeting the business set targets.
• Work closely with third parties to meet regulations and build on relationships such as Port, HMRC and Environmental Agency.
• Coach and mentor team to deliver quality customer support to UK Customers in line with the aim of making the CMA CGM Group the Carrier of Choice.
• Change management - Can roll out new systems, re-structures to meet business needs.
• Ensure all additional UK charges (wasted journey/demurrage/detention) are investigated and invoiced.
• Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
• Overview the management of long staying containers at destination.
• Ensure customer profile is kept fully update to date with customer requirements.

KPIS/MEASURES/LIMITS OF AUTHORITY FOR ROLE

Various Customer Service KPI's which are in place to ensure we work to Customer Centricity but below are the main 6 Customer Service KPI's:
• Idles - Containers on quay: 90%
• Emails: Response time within 6 hours of receipt.
• NOA's: 100% NOA's to be sent 24 hours prior to vessel arrival.
• Vessel Recap: 100% - 24 hours prior to vessel arriving into the UK / 90% first touch point (Accuracy)
• Phone Calls (RONA's): 90% to answer phones within 30 seconds of phone ringing.
• Devan: Containers to be cross docked and delivered/released within 7 days of arrival.

Shift Patterns: Monday to Friday

Shift Hours: 8:30am - 4:30pm / 9am - 5pm (Main Shift) / 09:30am - 05:30pm

(Please Note: Shift hours are subject to change. From time to time it may be necessary to work outside of these hours should business needs dictate.)

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
• 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

CMA CGM Group is proud to define itself as a family business built on strong human values.

• Excellence
• Exemplarity
• Imagination
• Boldness

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities!

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.

Come along on CMA CGM's adventure!