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.
Role:
Provide ‘Red Carpet’ service to the group strategic customers by offering personalized levels of support, tailored to meet the unique needs and expectations according to Treatment Level.
Task and Responsibilities:
- Case Ownership, ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
- Case Prioritization, prioritizing of customer requests based on the criticality of the query to meet customer expectations.
- Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
- Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager and related CCAM
- Monitor SLA, Analyse customer Service Levels are maintained as tender/contract SOP
- Tender/contract compliance, Build reports & metrics as per tender/contract SOP
- Proactive Monitoring
- SPOC, Act as exclusive single point of contact for customer & build strong relationship with the customer
- Support CCAM, Support Customer Care Account Manager (CCAM) during QBR, MBR on operational issues, insights.
- Create personalized reports to analyze service delivery failures (Booking Delay, Draft BL Delay, Invoice accuracy, etc.) and share with relevant stakeholders to improve service delivery speed & Quality
Knowledge, work experience, skills & competencies
- Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)
- Excellent customer Service Experience (minimum 2 years of customer-facing activity)
- Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
- Great customer-facing skills with ability to build and nurture relationships
- Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
- Basic proficiency with MS Office
Come along on CMA CGM’s adventure !
