Customer Service Advisor (FTC up to 12 Months)

MAIN PURPOSE

The job holder will be responsible for delivering a high standard of customer service throughout the shipment process, acting as a key point of contact for customers, internal departments, suppliers, overseas agencies and transport partners. The role will support day-to-day operational activity, customer enquiries, bookings, shipment updates, issue resolution and service delivery, ensuring customers receive timely, accurate and professional communication.

The role is suited to candidates with a strong customer service mindset who are adaptable, organised and able to work across different customer service functions. This may include supporting key account activity, general customer service coordination, shipment administration, customs-related checks, invoice queries, KPI performance and process improvement.

The job holder will work closely with Team Leaders, Managers and wider business stakeholders to maintain service quality, support continuous improvement and ensure both customer expectations and business targets are consistently met

MAIN RESPONSIBILITIES

• Provide high-quality customer service by phone, email and face to face, ensuring enquiries are handled professionally, efficiently and in line with customer expectations.
• Act as a key point of contact for customers throughout the shipment process, providing accurate updates, resolving issues and escalating matters where appropriate.
• Maintain and enhance customer satisfaction levels, supporting business growth, customer retention and cross-selling opportunities.
• Support customer-specific KPI targets, including response times, case resolution, order accuracy, on-time communication and overall service quality.
• Work proactively with internal departments, trade teams, overseas agencies, suppliers, transport partners and customers to ensure a joined-up and consistent service.
• Support booking activity where required, including import, export and cross bookings, ensuring accuracy of information and timely communication.
• Provide shipment and vessel updates where required, ensuring customers and relevant internal stakeholders are kept informed.
• Inform customers of late/failed collections, delivery issues or operational delays, providing alternative solutions where possible.
• Handle customer complaints professionally , identifying solutions that meet customer expectations and escalating where necessary.
• Complete invoicing queries, apply relevant freight and ancillary charges in line with tariffs, and support invoice dispute resolution with the relevant internal teams.
• Build effective relationships with customers and stakeholders, including key account or VIP customers where required.
• Ensure required criteria are in place before completion of release or delivery requests, including bills, payment, release authorisation and clearance status.
• Support customs clearance checks and import/export customs activity where required, helping to avoid unnecessary delays or wasted journeys.
• Support the implementation and review of SOPs/COPs, ensuring customer requirements are understood and processes remain effective.
• Complete relevant reports, provide operational updates and support Team Leaders and Managers with day-to-day activity.
• Contribute ideas for process, procedure and service improvements to improve customer experience, productivity and operational performance.
• Maintain a strong working knowledge of internal and external systems, logistics platforms, shipping processes, maritime regulations and relevant customer service procedures.

WHAT WE LOOKING FOR | KNOWLEDGE, SKILLS AND EXPERIENCE

• Demonstrable background in a Customer Service environment (Shipping or Logistics experience an advantage)
• Excellent analytical skills, able to collate and analyse data and information with attention to detail
• Exceptional communication skills, with the ability to build rapport and working relationships with key stakeholders, both internally and externally
• Excellent organisational and prioritisation skills, with high resilience and the ability to manage multiple priorities in a fast-paced, customer-facing environment
• Proactive problem-solving skills
• Strong team player, able to build and sustain team morale and engagement.

Not only do we offer a competitive salary, we also offer a generous benefits package including:

• 25 days annual leave (+public holidays) increasing with service & 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
• Private healthcare, BUPA Dental Plan + 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
• 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.

Join us and discover a world of opportunities!