Export Customer Service Team Leader

Job Description

We have an exciting opportunity available for an Export Customer Service Team Leader tojoin our Liverpool office. You will join us on a full-time, permanent and in return, you will receive a competitive salary + benefits.Containerships, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe transport. Containerships door-to-door solutions connect Northwest Europe, the Baltic countries and Russia with the Iberian Peninsula, theCanary 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. Containerships is also a European leader insustainable transport thanks to its fleet of LNG powered vessels and trucks.As our Export Customer Service Team Leader, you will work closely with the Import/Export Customer Service Manager, to lead and drive improvements in relation to the quality and productivity of operations and customer service. This will beachieved through development of the customer service team, and ongoing review of core KPIs, processes and procedures.Main responsibilities of the Export Customer Service Team Leader:

• Ensuring the department achieves recognised levels of productivity as related to operational functions and meets customer satisfaction
• Providing quality customer service skills via telephone, email and face to face
• Reviewing productivity in the team and aligning with appropriate headcount and team structure
• Ensuring operations are run within Key Performance Indicator (KPI) parameters are followed
• Maintaining thorough knowledge of internal systems & services, as well as legislation & maritime regulations
• Performing yearly appraisal with team members and complete 1-2-1 review meetings
• Developing inter-departmental communication and work with Senior Management team
• Developing close links with Head Office, Overseas Agencies, Suppliers and Customers
• Attending regular off-site meetings with customers for service review, and new customer integration
• Maintaining a flexible approach to customer requirements in order to aid agency growth
• Ensuring charge recovery and dispute management are prioritised
• Regularly reviewing process and procedures and implementation of improvement strategies
• Developing customer service advisors and supporting their progression as part of an ongoing talent management and succession strategy
• Effectively communicating change and business updates to the organisation
• Ensuring all policies within the employee handbook are followed and employees are managed effectively
• Handling customer complaints and developing/supporting team members in how to handle for future situations
• Ensuring manifests are completed in time and working closely with other Agencies to meet the necessary deadlines

The idealExport Customer Service Team Leader:

• Educated to GCSE or equivalent - Minimum of grade C/equivalent in English and Mathematics
• Good telephone manner and email etiquette
• Conversant with MacAndrews & External Port Systems
• Thorough knowledge of shipping process, procedures, rules & regulations
• The ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required
• Computer literate and capable of producing reports and analysis of data
• Attention to detail
• Excellent organisational skills at both a strategic & operational level
• Proactive problem-solving skills
• The ability to create, build and sustain team morale and build enthusiasm

In return, we will offer our Export Customer Service Team Leader:

• 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
• Generous pension scheme up to 26% total contribution
• Life assurance x4
• Commitment to promoting awareness and understanding of Mental Health through ourMental Health and Wellbeing Charter
• Health 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
• 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

Closing date for applications: Midnight on 6th July 2022Are you bold, imaginative, ready to take the initiative with integrity, and feel you are the right candidate for the role as ourExport Customer Service Team Leader then please click apply now! We would love to hear from you!