Global Customer Experience Effectiveness Senior Specialist

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE 

The Customer Experience specialist within Customer Excellence team will support Customer Experience Manager action plan and perform key achievements (CSat and NPS).  This role involves managing, feedback systems, monitoring customer sentiment, escalating critical cases, and ensuring daily routines run smoothly.
The Customer Experience specialist will have also a PMO scope to support Customer Excellence team.

WHAT ARE YOU GOING TO DO ?

Main areas of focus and accountability of the role – detail in order of importance the main areas of accountability of the role:

1    CSat / task workflow monitoring
2    Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience 
3    CSat reporting and dashboard
4    CSat: analyze and categorize incoming feedbacks (positive, neutral, negative)
5    CSat follow up on negative feedback
6    Collaborate with Extra Mile team to monitor, escalate and manage critical issues for high value or strategic customers
7    Help organize and run customer satisfaction surveys (Ad Hoc)
8    Support Customer Experience Manager in NPS preparation, run, and post mortem

WHAT WE ARE LOOKING FOR ?

• Bachelor or Master degree
• 3 to 5 years’ experience
• Fluent in English
• Communication skills
• Analytical mindset with attention to detail
• Excel (Master)
• Team player, able to work in multi-disciplinary teams
• Ability to build strong relationships with team members, customers and other stakeholders
• Good analytical skills and the ability to think critically

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. 

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.