Customer Service Manager
3 weeks ago
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.
CMA CGM Monteal is looking for an Export Customer Manager with strong leadership skills and management experience in the Shipping industry.
Our Culture
We strive for Better Ways in everything we do; our culture is embodied by boldness, imagination, exemplarity and excellence. With those values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in.
DESCRIPTION
Managing Customer Service Coordinators and Supervisors, coordinate all Customer Care activities to ensure level of service meet customer expectations in compliance with Group interests.
**This position is responsible for**: ensuring the volume of work produced meets service and quality standards, assisting with succession planning, improvements, simplification, and automation of internal procedures and identifying key performance measures based on current market conditions and new technology introduced by CMA CGM Group.
ESSENTIAL DUTIES & RESPONSIBILITIES
Guide employees and supervisors toward the understanding, anticipating, and meeting internal/external customer needs and commitments in a global environment. This includes the understanding of customer requests, communicating requests to the involved parties/processes and managing customer satisfaction by being responsive to customer’s requests and effectively managing complaints.
Be available to customers to manage their issues that require management level problem solving and intervention.
Ensure all processes are documented and trained by conducting audits/assessments.
Fosters internal/external customer responsiveness, anticipates change, and responds to business trends.
Implement process improvements by automating, standardizing, and simplifying them and that will add value to the customers and save time for the team and business.
Initiate and drive efficiencies through process improvement, automation, and e-commerce.
To enhance Customer Service’s efficiency.
Ensure high retention rates, keep employees and management motivated and competent by establishing goals, objectives, and measurements for the agency.
Works closely with Human Resources for talent management, performance, succession planning, and all HR matters
Monitor the Customer Service Coordinators achievements by managing the supervisor’s performance through development, training and coaching/mentoring.
Be available to employees to manage their issues that require management level problem solving and intervention.
Improve, organize and set work methods to guarantee/exceed the achievement of the corporate goals timely.
Responsible to established KPIs for Customer Care Department.
Demonstrate team player qualities by taking actions that support the organization’s goals and ensuring cross training is accomplished amongst all teams.
Optimize resource utilization within the customer service process; this includes retention of employees, achievement of productivity goals, shifting job accountability to meet business needs, and drive down process and transaction costs to operate within budget guidelines.
Maintain a high level of production and quality standards while managing to or less than approved budget numbers.
work closely with customers, internal departments and overseas as partners in resolving issues and creating strong relationships.
Strive for exceptional customer service and positive promotion of CMA CGM brand identity in the industry
Other functions as required.
QUALIFICATIONS
**Education**: University degree in related field required
**Experience**: 5 years of Management experience in transportation, logistics or related field
**Other**:
Strong leadership skills
Problem solving skills and attention to detail
Strong computer knowledge with ability to extrapolate and analyze data
Ability to think outside the box
Proactively propose and implement process improvements
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