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ID:  122560
Location: 

Dallas. Tx, US

Supervisor, Import Customer Service

CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.  Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.  

 

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

This position will be responsible to:

 

  • Take Supervisor/Manager calls (complaints, concerns, etc.) to resolve remaining customer issues and address internal problems with the appropriate department or personnel promptly, documenting as necessary.
  • Assist with monitoring the call queues and taking actions to ensure that staff is working productively, assisting with calls as needed.
  • Coach and provide feedback to agents on an ongoing basis and conduct semiannual evaluations.
  • Ensure the enforcement of company and department guidelines/rules, with the assistance of Management as needed.
  • Monitor attendance/tardiness/vacations of team members.
  • Assist with the training of new employees as requested.
  • Maintain Footprint Dashboard and ensure SLA’s are met.
  • Prepare CPRI stats as needed.
  • Ensure that our customers receive a quality of service that is better than they would have otherwise expected.
  • Research, follow-up and resolve customer problems regarding their shipments in a timely fashion.
  • Communicate with CMA CGM personnel in a similar fashion, keeping in mind that they are out internal customers.
  • Act as liaison between customers and overseas agents or other departments.
  • Assist with the preparation and sending of reports to customers as requested by Management.
  • Assist other agents with problem resolution acting as the leader of the team.
  • Miscellaneous related duties or projects as assigned.

 

Skill Sets / Education & Experience Requirements:

 

  • High School Diploma required.
  • A minimum of 2 years’ experience in the Shipping Industry is required, 3 years preferred.
  • A minimum of 1 year Supervisory experience is required.
  • Knowledge and understanding of the industry including but not limited to customer service, documentation, and logistics, with a strong emphasis on Exports required.
  • Exceptional customer service, interpersonal and communication skills (written and verbal).
  • Strong organizational, time management and a high level of analytical and problem solving abilities.
  • Internal candidates must have the ability to work with LARA, MIRA, DIVA, Outlook, Service Contracts and be proficient in Microsoft Office applications (Excel, Word, PowerPoint, etc).
  • Possess a mindset that clearly recognizes the importance and sensitivity of our customers.
  • Ability to work staggered hours as needed for departmental coverage.

 

Skill Sets / Education & Experience Preferred:

  • Bachelor’s Degree preferred.

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons  without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.

 

 

 

 

 

 

 

 

 

 


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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