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ID:  95004
Location: 

Nashville. Tn, US

Asst. Mgr, Customer Service

 

APL, one of the world's leading ocean carriers, offers more than 90 weekly services and call ports in over 50 countries worldwide and provides container transportation through an international shipping network which combines high-quality intermodal operations with advanced technology, equipment and e-commerce.

APL is part of the CMA CGM Group, a leading worldwide shipping & logistics group with headquarters in Marseilles, France.
The Group offers a complete range of activities including shipping, handling facilities in port as well as logistics on land. The Australian group consists of CMA CGM Australia, ANL Container Line Pty Ltd (a wholly owned subsidiary of CMA CGM group) and APL (a wholly owned subsidiary of CMA CGM group) with centralised offices in Melbourne and branch offices in all Australian states.

 

 

A critical success factor of the Customer Support Center is our ability to provide a foundation of problem solving/process improvement skills, knowledge and expertise to support front line employees in meeting customer needs.  The support manager position provides a team based support structure to meet these needs.  This position serves to address the problem solving issues in Customer Service that may require management level interaction, interface with other departments, logistical analysis or empowerment/ authorization limits beyond that of the front line staff.

In coordination with managers, participate as a member on Support Manager's customer service support team, accountable for coaching and feedback throughout all of the following:

  • Technical support of processes and systems to front line staff (mentoring)
  • Assist customers with complex calls that arise in Customer Support Center and resolve by using business experience, networking skills, teamwork, authority and communicate resolution to appropriate external customers. 
  • Understand and communicate current market changes and conditions and impact to staff.
  • Identify opportunities for process improvements by working with team leads for enhancements and process change.
  • Work in coordination with managers to develop staff members.
  • Develop a network with other support managers, managers, pricing and act as a cross functional team member to insure customers' needs are met.
  • Promote the dynamics of the team through shared accountabilities, leadership and teamwork.
  • Assist in decision making for team based on cost and financial impacts.
  • Other duties as assigned

Requirements:

  • College degree or equivalent experience
  • Minimum 2 years experience in international cargo movement.
  • Must have flexibility to work any hours between 7 a.m. and 7 p.m.
  • Extensive working knowledge of one or more of the customer support systems.
  • Proficient PC/workstation skills
  • Demonstrated knowledge of business needs and customer focus
  • Demonstrated organization and planning abilities
  • Effective verbal and written communication skills
  • Experience with team-based environments
  • Demonstrated positive leadership skills

 

Come along on CMA CGM’s adventure

 

 

 

 

 

 

 

 


Nearest Major Market: Nashville

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