Customer Care Supervisor, VIP/Special Desk

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.

Summary:

You will be reporting to the Customer Service Manager. As an integral part of Sales and Operation interface, you take pride in supporting our customers in their shipment journey from booking to service delivery and be a Lead for the Customer Service Team who is handling End to End Process. Being a very important customer touchpoint, the candidate will proactively suggest and implement work process improvements to create value for our customers and to achieve zero service failure.

Main Responsibilities are, but not limited to:

Lead Customer Service Premium Desk in new/enhanced process rollout ensuring compliance to process flows, SOPs and standing instructions

Analyze root cause and improvement solutions to enhance customer service operations

Manage resource planning and related activities (e.g backup coverage)

Innovate/improve processes for work efficiency and to adapt to changing customer requirements.

Analyze problems and provide corrective action and/or long-term solution. (Continuous improvement)

Manage Customer Service Team Admin related activities.

Act as ecommerce lead, liaise with corporate eRep, handling customer onboarding, e-commerce issue and transactions.

Website Administrator, to facilitate the Customer Service Reference upload activities.

Work with Service Centre and Cluster to review working process on quality and timeliness KPIs

Any other relevant tasks, project as and when assigned by the Manager and management.

Minimum Requirements:

Minimum a Diploma Holder in any discipline with at least 3 years working experience in the shipping/freight forwarding/logistics industry;

Good communication and presentation skills;

Strong proficiency in MS Office, MS Excel, knowledge in Macro will be advantageous

Meticulous and service-oriented;

Good interpersonal skills;

Analytical, independent and team player

**This role is open for local employment only

**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes:

(i) To process the application for the role being applied for;

(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;

(iii) To conduct necessary reference checks; and

(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !