About the job

Job description:

Main tasks and Responsibility

Customer Service Tasks

• Managing email/phone response on customer service email queues to ensure timely response to internal and external customers as per company SOPs.
• Attending face to face/ virtual meetings with customers and commercial account owners to address any issues raised and to educate customers on CMA CGM e-commerce /VAS products
• Sending out timely and professional customer advisories while maintaining a clean data base of all customer contacts (emails, telephone numbers, profiles, contact persons and office locations)
• New partner code creation and updating general contacts in LARA in line with SOPs.
• Manage Vesse/Voyage changes and customer communications; have a list of impacted containers, follow up for update of JLs, send advisory about the change, send a confirmation all updates complete to customer care manager and other relevant stakeholders.
• Transhipment /DIT requests follow up; extract reports on cargo delayed at transhipments, request status, push for loading within sold transit times, identify sensitive shipments to flag them as hot box, follow up on customers priority requests at PTS, advice/educate customers and update charges applicable.
• Manage Cancellation process for bookings; Ensure booking cancellation fees/detention are notified to the customer and invoiced, request container to be unassigned for cancelled bookings post invoicing.
• Coordinate with Centralized Cargo readiness and booking desks in case of short shipments/ local cargo shut outs in order to send advisories to the affected customers immediately post vessel sail reconciliation is completed.
• End to end follow up on Re-export of import container requests; OBLs surrender, authorization letters, customs approval, equipment approval, update of REX tracking move, re-export booking creation, adding container and moves, D&D invoicing and local charges collection, handling customs and equipment rejections and timely daily updates to the consignee/shipper/booking party.
• Follow up with consignees on collect charges acceptance at POD KEMBA and timely notifying POLs on outcomes.
• Follow up on other department queries to Customer care to ensure end to end resolution.
• Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
• Strict adherence and compliance with SOPs, CMA CGM Group processes & policies and local authority requirements and deadlines.