Customer Experience Partner

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

Shifts - Monday to Friday: 8am – 4pm / 9am – 5pm (Main Shift) / 10am – 6pm

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.

The Role

As our Customer Experience Partner, you will work closely with the Customer Experience Team Leader to deliver best in class customer experience for our customers. Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers’ needs and CMA CGM business objectives. Ultimately driving improvements in NPS score, carrier haulage volumes, and update of VAS and cross sell products.

Your responsibilities as our Customer Experience Partner will include:

• Monitor daily performances and quality of service
• Business Expert for transversal Customer Care processes and support customer care projects.
• Enhance Customer Experience for all Service deliverables and customer touchpoints
• Work closely with customer service managers, customers, GBS and internal stakeholders to achieve CX and NPS.
• Provide exceptional customer experience for all general telephone/e-mail enquiries and face-to-face.
• Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction
• Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes.
• Manage Export and 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 customers and manage/coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)
• Manage booking amendments/cancellations (after empty release) only if not handled at booking desk
• Manage communication between Different Teams (Agency, HO, Customers...)
• Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation
• Deal with customer complaints professionally and contribute to root cause analysis and continuous improvement.

To become our Customer Experience Partner, you’ll need:

• A professional confident telephone manner.
• The ability to remain calm under pressure.
• The ability to establish & maintain good relationships with customers and colleagues.
• Attention to detail.
• Exceptional communication skills.
• Flexible to work out-of-hours when necessary/required.
• Shipping / Freight Forwarding experience is beneficial.
• A Team Player.
• A basic understanding of Health and Safety.
• Conversant with CNS and FCP Port Systems
• Computer literate
• Experience in the shipping industry
• Experience with Microsoft Office suite of products including Excel/teams/outlook

In return, we will offer our Customer Experience Partner:

• 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

Are you bold, imaginative, ready to take the initiative with integrity, and feel you are the right candidate for the Customer Experience Partner role, please click ‘apply’ now! We would love to hear from you!