Customer Care Advisor

CMA CGM | ABOUT US 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 Groups 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 155,000 people worldwide, including 4,000 in Marseilles where its head office is located. MAIN PURPOSE Provide a high standard of accuracy with releases/deliveries and general enquiries for customers handling both import and export. Provide effective communication and excellent customer service at all times. MAIN RESPONSIBILITIES : CUSTOMER CARE CARGO RELEASE & TRANSPORT. CUSTOMER CARE Provide exceptional customer service for all general telephone / e-mail enquiries. Create bookings and bills of lading into the LARA system (short sea) 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. 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. Complete Devan / Bulk / OOO / HAZ shipments appropriately with the port/customer. Implementing SOPs to meet customers demands and reviewing processes when necessary based on clients requirements 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. To be fully trained within the NOVA system CARGO RELEASE Perform import cargo release. Check for receipt of Original B/Lading Check for receipt of any outstanding payments. Liase with Credit Management to ensure outstanding charges are paid and credit terms are respected by the client. Give instrucitons on the empty return of containers. Calculate Import Storage and D&D at the time of cargo release. D&D & Storage invoices to be raised at time of delivery request. Provide and arrange for inland transport as and when required by the client. Book and reserve Transport using the Lara Transport Planning system. Assist in the managment of any „IDLE FULL“ containers remaining on quay after 14 days or „Full to Consignee“ and on delivery for over 14 days. All criteria to be in place before completion of delivery request (Bills/Payment/Release Authorisation/Cleared-Landed). QUERY RESOLUTION Assist with Customer Queries and try to reslove under the supervision of your manager. Use the NOVA system to log queries and for query responses Receive and Respond to all queries from the client base and internally from CMA CGM group within the KPI. Queries to be completed on a daily basis and invoice user error to be within KPI. Liase with GBS India for any D&D queries. 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. NOVA cases to be responded to in a timely manner Phone calls to be answered promptly Queries to be checked on Day 1 for resolution by Day 5 (working days). User error to be within the KPI of 2%. Credit Notes to be limited and partial credit notes to be raised when possible. D&D to be completed by weekly deadline. Carrier D&D to be completed at the time of delivery. Ancillary charges to be raised at time of delivery (Tri-axle / Hazardous etc) Delivery to be actioned within 24 hours of receipt, in line with D1-D3 criteria. Late invoicing procedure to be followed when required. To become a competent user of the companys data and IT systems such as NOVA, LARA, within the 6 month probationary period. All tasks including NOVA requests to be responded to within 2 hours of receipt and to be fully closed and resolved within 48 hours Hours of Work You will normally be required to work 40 hours per week (including breaks) 5 days per week. Core work hours are 8.45 a.m. to 5.15 p.m. You must be available for work during these hours From time to time it may be necessary to work outside of these hours should business needs dictate.) There will be a requirement for bank holiday cover for the Northern Ireland desk on accasion when it is a bank holiday in ROI but not in N.I KEY COMPETENCIES & QUALIFICATIONS SKILLS & EXPERIENCE Professional confident telephone manner. Ability to remain calm under pressure. Establish & maintain good relationship with customers and colleagues. Attention to detail. Exceptional communication skills. Flexible to work out-of-hours when necessary/required. Shipping / Freight Forwarding experience beneficial. Team Player. Basic understanding of Health and Safety. Conversant with CNS and FCP Port Systems PRACTICAL & TECHNICAL KNOWLEDGE Discrete and professional at all times Highly organised Computer literate - adaptable to new systems 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 8.5% total contribution Life assurance x3 Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter Private healthcare (LAYA) + 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 customers 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 CGMs adventure!