Documentation Supervisor

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

MISSIONS

Service Delivery Manager/Supervisor is instrumental in ensuring that Service Delivery tasks (Booking, Documentation, Counter, Invoicing & Disputes, cargo readiness and Idle full) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.

RESPONSIBILITIES:

As a Service Delivery Manager/Supervisor, your commitments are:
• Deliver excellent incident (case) management as per Service Level commitment • Managing the team day to day to meet KPIs
• Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance,…) to deliver any improvement or address any risk
• Engage with internal departments (GBS, Sales, Lines, Finance,…) for better resolution time & process
• Effective management and escalation of unresolved customer technical problems
• Motivate and develop your team to provide the best service.

KEY PERFORMANCE INDICATORS:

• Customer Satisfaction (NPS & TPS survey results) for service deliverables
• Transactional Case Resolution TAT • Booking TAT
• Draft BL TAT
• Dispute Resolution TAT

QUALIFICATIONS AND PROFILE:

• Strong knowledge in Shipping Industry (minimum 5 years of experience)
• 5+ years in a Service Delivery team • 2-4 years of manager and supervisory expereince
• Management Skills
• Commitment in delivering the best Customer Experience
• Must be able to prioritize work effectively and manage time efficiently
• Great communication skills
• Analytical & Reporting aptitude (Data, Qliksense)

• Understand CMA CGM group organization, processes & Tools

Come along on CMA CGM’s adventure !