Customer Service Manager

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

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.

About the role:

As our Customer Service Manager, you will lead and manage a team of Customer Service specialists + one Team Leader in the Vessel Reconciliatoin team. You will proactively support the personal and career development of team members, ensuring there is focus on developing knowledge, skills and experience within the team in support of ongoing talent management and succession strategy.

Your responsibilities as our Customer Service Manager will include:

• Lead and manage a team of Customer Service specialists + one Team Leader in the Vessel Reconciliatoin team
• Proactively support the personal and career development of team members, ensuring there is focus on developing knowledge, skills and experience within the team in support of ongoing talent management and succession strategy.
• Champion a culture of high engagement within own team and wider business.  
• Proactively manage performance within the team, conducting regular 121’s as well as half-yearly and annual appraisals, ensuring individual objectives remain consistent and aligned with departmental and business objectives
• Proactively review and manage productivity and KPI levels for the team, ensuring activity and output meets agreed expectations   
• Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
• Ensuring regular communication and knowledge sharing takes place within your own team and across the department, conducting regular team meetings to support this.
• Develop effective working relationships with colleagues locally as well as establishing  close links with Head Office, Overseas Agencies, Suppliers and Customers.
• Attend meetings such as Team meetings, customers and new customer integration.
• Ensure charge recovery and dispute management activities are prioritised.
• Produce Ad Hoc reporting and investigation of critical escalations as required, advising Senior Management as necessary.
• Continually review processes and procedures, proactively identifying opportunities for improvements and implementing improvement strategies wherever possible
• Effectively manage customer complaints, escalations and invoice disputes, seeking to understand root cause at every opportunity, whilst supporting team members in managing such complaints to avoid future escalations
• Lead and manage strategic and change management projects as required, such as new process / system implementation etc, in support of business goals and objectives
• 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.
• Work closely with third parties to meet regulations and build on relationships such as Ports, HMRC and Environmental Agency.

To succeed in the Customer Service Manager role, you’ll need:

• Excellent people management, leadership, coaching and motivation skills
• Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels, internally and externally
• Excellent organisational skills at both a strategic & operational level, with the ability to effectively to manage multiple priorities in a fast paced environment
• Capability to work under pressure.
• Proactive problem solving skills
• Ability to create a working culture of high performance and high engagement
• Excellent presentation skills, comfortable presenting to team members and senior managers alike where required
• Excellent project management skills
• Conversant with IT systems, including internal CRM’s and external systems
• Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required.
• Strong analytical skills, with high attention to detail and ability to produce reports and analysis of different types of information and data
• Working knowledge of Shipping processes, procedures, rules & regulations (desirable)
• Working knowledge of Customs Regulations & Entry Requirements (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 Customer Service Manager opportunity,please click ‘apply’ now! We would love to hear from you!