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ID:  117887

Auckland, NZ

Customer Care Manager

Jump Aboard for #betterways


CMA CGM Group Agencies (New Zealand) Limited is a wholly owned subsidiary of CMA CGM Worldwide Agencies (France) and represents the interests of CMA CGM throughout New Zealand. Operating from its headquarters in Auckland the company provides a full range of personalised and e-commerce solutions to all its customers nationwide including many of New Zealand’s premier exporters and importers and leading brands

We are now excited to get on board a permanent, full time, Customer Service Manager to join our team in Auckland, New Zealand.


Reporting to the General Manager - CMA CGM Group Agencies (NZ), this role is responsible for managing and developing relationships and building networks to further develop business opportunities for the group. The role is to manage the liaison with other departments, shippers, consignees, freight forwarders and customs agents to ensure a smooth distribution of import/export documents and delivery of import/ export cargo, to manage and ensure that the commercial interests and shipment requirements of CMA CGM Group are held as highest priority.


Key responsibilities of the role will include:


  • Administration and leadership of the Customer Care Team with direct supervision of their needs and aspirations.
  • Ensure preparation of load list per vessel per load port for all CMA CGM Group sailings and timely distributed as required. Check to ensure all Reefer manifest, OOG and hazardous cargo has procedurally been correctly followed.
  • Oversee all processes related to the handling and processing of all documentation and related ancillary tasks that fall under the responsibility of Agency and its Principals, and ensure adequate focus and resources are applied to meet the daily requirements.
  • Continually monitor, evaluate and where applicable recommend changes to, all processes/procedures to ensure we are achieving industry best practice and meeting the standards/KPI’s of Principals.
  • Monitor the performance of the Shared Service Centre (SSC) across all Customer Care tasks, participate in regular teleconferences and performance reviews and ensure service levels meet the agreed standards as agreed and in accordance with the agreed core business model which encompasses the terms and conditions of the SLA (Service Level Agreement), the SOW (Statement of Work).
  • Receive, analyse and action the Daily Report issued by SSC India.
  • Manage “continuous improvement” – to alleviate repetitive and unnecessary errors
  • To provide and ensure the highest industry standard and reputation for customer responsiveness and consistency of excellent service by leading by example.
  • Lead a team of Supervisors and a large number of indirect reports

To succeed in this role, you will need:


  • Professional Management / Post graduate degree in Supply Chain & Logistics
  • Minimum of 5 years of experience in Customer Service department of International Shipping Lines
  • Inspiring leader with excellent people management skills and ability to lead a large team
  • Excellent problem-solving skills with the ability to foster relationships with customers
  • Inspiring leader with excellent people management skills and ability to lead a large team
  • Excellent problem-solving skills with the ability to foster relationships with customers
  • Excellent communication skills with the ability to build relationships with various stakeholders 
  • Good problem-solving skills with the ability to foster relationships with customers
  • Strong analytical skills with good time management and ability to work to deadlines and prioritise tasks
  • Ability to work independently with a minimal supervision
  • Strong organisational and administration skills    


Culture & Benefits:


  • Our culture is embodied by boldness, imagination, exemplarity and excellence. With those 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 processes within our Group network.
  • In addition, CMA CGM offers a number of perks including:
  • Study leave and study reimbursement 
  • Flexible working conditions
  • Life Insurance benefits along with subsidized Health insurance
  • Opportunity to participate in volunteer initiatives  
  • Access to 3000+ learning resources and courses  
  • Opportunity for career development in Asia Pacific, Europe and other office locations globally. 


To apply for this role, you must have full work rights in New Zealand.


Come and find your better way with us...










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