Customer Service Advisor; FTC

Customer Service Advisor (FTC up to 12 Months)

Location:

Liverpool, GB

CMA CGM | ABOUT US

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

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.

• Provide high-quality customer service by telephone, 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 or failed collections, delivery issues or operational delays, providing alternative solutions wherever possible.
• Handle customer complaints in a professional manner, 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…