Customer Service Manager

7 months ago

Montréal, Canada CMA CGM (Canada) Inc. Full time

**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._

***

Managing Customer Service Coordinators and Supervisors, coordinate all Customer Care activities (Export, Cargo Readiness, VIP, etc) 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 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

**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
- Outstanding customer service skills
- Excellent oral and written communication
- Bilingual (English & French)

**Some of the GREAT ADVANTAGES we offer**:

- 20 days paid time off
- A culture based on respect and focus on Better Ways for the employees
- Tuition reimbursement
- hybrid working
- RRSP plan - Max contribution of 12% and the company matches at 50%
- A competitive benefits plan - **fully paid by the company**. This includes:

- Extended Health (for employee, spouse & children)
- Dental (for employee, spouse & children)
- Long Term Disability
- AD&D
- Critical Illness (for employee, spouse & children)
- Life Insurance
- Employee & Family assistance program
- Health and Wellness site and Program
- **We are an equal opportunity employer**_

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday

Application question(s):

- are you legally authorized to work in Canada
- Are you located in the Montreal area and/or able to commute to the office?

**Experience**:

- SAP Supply Chain Management: 2

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