Sup Mgr, Government Services

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.

SUMMARY DESCRIPTION:
 
This position will be responsible for the day to day management and quality of the Government Customer Service Team. Duties include but are not limited providing a foundation of problem solving/process improvement skills, knowledge and expertise leading to a high level of customer service along with booking accuracy and KPI’s. This position provides a team based support structure to meet these needs and 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. This position works closely with the DC Trade and Operations teams and CMA CGM Operations and Service Delivery teams.
 
Segments managed in this role can be one or more of the following: Military and Embassy Household Goods, Guam Humanitarian Aid and US Flag Project Cargo. 

RESPONSIBILITIES:

• Quality assessment – ensures the we meet the required acceptance of booking as required in Government contract
• Booking accuracy – capture daily booking to ensure accuracy
• Process Management – identify opportunities for process improvement by working with teams leads to ensure up to date processes are in place.
• CSR Turn Time – to ensure emails/cases are actioned within 2 hours of case/email receipt
• Staff - technical support of processes and systems to front line staff (mentoring). Assist the team with complex inquiries that arise and resolve by using business experience, networking skills, teamwork, authority and communicate resolution to appropriate external customer.
• Communication – understand and communicate current market changes and conditions and impact to staff – to ensure emails are actioned within 2 hours of case/email receipt
• Other duties as assigned

QUALIFICATIONS:

• Bachelor's Degree required or equivalent combination of work experience and education 

Come along on CMA CGM’s adventure