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We have an exciting opportunity available for a Service Delivery Coordinatortojoin our Liverpool office. You will join us on a full-time, permanent basis. In return, you will receive a competitive salary and benefits.
MAIN JOB PURPOSE
Service Delivery is instrumental in ensuring that customer requests are efficiently solved to improve the customer experience.
MAIN RESPONSIBILITIES
Service Level Management
- Deploy CMA-CGM group standard Processes & tools.
- Applying to Documentation regulations.
- Oversight of activities relating to Import Releases, Deliveries and Invoicing, whilst handling queries and proactively managing disputes that may arise.
Reporting
- Regular reporting on performance to Management, in line with agreed KPI’s.
- Analysis of service delivery data and production of 'on-demand' performance reports required
Functions:
- Deliver excellent incident (case) management as per agreed Service Level commitments
- Monitoring team performance against agreed KPI's, ensuring KPI's are met consistently.
- Conduct regular reviews with internal departments (e.g. Shared Service Centre, Sales, Lines, Finance,…) to deliver any improvement, address any risks that may be identified and improve resolution timescales
- Effective management and, where necessary, escalation of unresolved customer technical problems
- Motivate and develop colleagues to provide the best service to all stakeholders.
Work Relationships
- CMA CGM Agencies Staff (Local & Global)
- CMA CGM Global Business Services (GBS)
- CCAM Global Customer Care Account Manager
- GKAM Global Key Account Manager
- CMA CGM Group Regional Customer Care Manager
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
- Working knowledge of the Shipping industry would be a big advantage, but is not essential.
- Demonstrable experience in a Customer Service / Service Delivery environment (within the shipping industry would be advantageous, but is not essential)
- Commitment in delivering the best possible Customer Experience
- Excellent organisational skills, with the ability to prioritise work effectively and manage time efficiently in a fast-paced working environment
- Great communication skills, with ability to build effective working relationships at all levels, both internally and externally
- Strong analytical & reporting skills, with experience of analysing and preparing data and reports for variety of audiences including senior management
- Strong change management skills with influence and negotiation capabilities.
- Excellent presentation, communication, interpersonal and decision-making skills.
- Excellent stakeholder management, able to work transversally.
- Ability to manage large scale change, leading by example and supporting colleagues through the same.
- Comfortable with complex, impactful decision-making.
- Strong communicator, able to adapt easily according to the audience and can easily explain the why.
- Creativity in problem solving
- Previous experience in Salesforce platform (Desirable)
In return, we offer:
- 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 Service Delivery Coordinator opportunity,please click ‘apply’ now! We would love to hear from you!
