Customer Service Supervisor

CMA CGM Belgium is located in Antwerp, we offer the opportunity to be part of one of the world leaders in shipping. Our mission is to lead sustainable change within the maritime industry. In order to achieve the goal of net zero carbon by 2050, sustainable development has become one of the main axes of the CMA CGM Group strategy.

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We endeavour for Better Ways in everything we do our culture is embodied by boldness, imagination, exemplarity and excellence. With these values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in. 

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As part of its growth and development, CMA CGM Belgium is looking for a Customer Service Supervisor to join its Standard team within the Customer Service department.

The Customer Service Supervisor has a dual role, on one hand, you are responsible for managing your team and portraying leadership skills, on the other hand you provide exceptional customer service to our customers by offering support and customer onboarding on our digital journey, tailored to meet the unique needs and expectations. Our Customer Service department is divided within a variety of segments, whereas we are looking for a Supervisor to further enforce our Standard team.

Your responsibilities vary from leadership to case management related to ownership, prioritization and analysis to working on Service Level Management.

More specifically,

• Lead, train and supervise the team to meet customer expectations.
• Set clear operational goals and objectives for the team.
• Provide coaching, mentoring and training to develop the team skills/competencies.

• 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, Analyse 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

Also but not limited too,

• Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP

• Manage all cases based on FIFO (First in First out) basis. 

• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues

• Central point to handle exceptions / customer special demands

• Resolving complaints in case of unexpected shipment disruptions/ issues

• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timeline

• Contact customers and manage/coordinate system modifications when needed (vessel delays, call     omits, roll over, cut & run, late VGM etc.)

• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)

We are looking for individuals that have:

• Experience within the shipping industry
• Experience with managing a small team
• Experience within similar roles within Customer Service/Customer Care
• 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.