Customer Service Coordinator

at  Containerships

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.

KNOWLEDGE, SKILLS AND EXPERIENCES:

• General knowledge of Customer Service functions in shipping and logistics, and specific country understanding
• Knowledge of CMA CGM SSL INEUR business and operations
• Preferable educational background in Logistics, Supply Chain Management, Maritime, Business or other relevant discipline
• Geographical scope: country
• Typical relevant experience required: 1-3 years

PURPOSE OF THE ROLE:

Customer Service Coordinator is a position in the local Customer Service team, responsible for shipment handling, pro-active Customer Service and exception handling. In this role the person is responsible to maintain a solid workflow determined by Customer Service processes of CMA CGM SSL INEUR. In order to fulfill the responsibilities person works in close co-operation and collaboration with CMA CGM SSL INEUR personnel in local and other offices. Customer Service Coordinator must follow the agreed company policies and adopt needed procedures to ensure that handling of daily tasks is in line with agreed targets to secure reliable service and satisfaction of customers and internal stakeholders.

KEY RESPONSIBILITIES:

• Ensuring timely order intake, validating the data and inserting to system
• Arranging pick-ups based on the booking requests
• Receiving Bill of Lading related instructions from customer and preparing export documentation and manifests in timely manner
• Sending Manifests, Notice of Arrivals and Release orders
• Arranging deliveries as per agreed timelines
• Sending Mandatory EU-Customs Messages (where applicable)
• Handling Customer communication & exception management and supporting other offices with their queries
• Acting as main point of contact towards customers with their shipments
• Monitoring shipments and informing pro-actively of any changes to loadings/deliveries
• Customer specific reporting according to customer requirements (if applicable)
• Checking DGD/packing certificate against system as per standard procedure
• Informing customers about additional costs if any
• Handling notification of charges to other offices
• Issuing invoices and handling & coordinating disputes
• Coordinating customs clearance including charges input, if any
• Processing booking amendments or cancellations requested by customers
• Following up on missing information or documentation (e.g. container numbers, VGM, gate-in, customs clearance) with the customers
• Following up on customs blocks (customs stop) with the customers
• Providing information towards customers upon any internal booking change
• Updating bookings in case of e.g. short shipments and inform customers
• Checking bills of lading (completeness, correctness)
• Checking all costs are paid (also Storage/ Demurrage/ Detention) before releasing containers for cash customers for transport
• Assisting sales and finance in payment follow up