Customer Experience Partner

CMA CGM | ABOUT US

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.

MISSION

Working closely with the Customer Experience Team Leader to deliver best in class customer experience for our customers. Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers’ needs and CMA CGM business objectives. Ultimately driving improvements in NPS score, carrier haulage volumes and update of VAS and cross sell products.

RESPONSIBILITIES

• Monitor daily performances and quality of service

• Business Expert for transversal Customer Care processes and support customer care projects.

• Enhance Customer Experience for all Service deliverables and customer touchpoints

• Work closely with customer service managers, customers, GBS and internal stakeholders to achieve CX and NPS.

• Provide exceptional customer experience for all general telephone/e-mail enquiries and face-to-face.

• Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction

• Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes.

• Manage Export and Import lifecycle case management

• Central point to handle exceptions/customer special demands /unexpected shipment disruptions/issues/complaints and provide appropriate solutions/alternatives within committed timelines

• Coordinate with related internal teams and follow up to ensure resolution

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

• Manage booking amendments/cancellations (after empty release) only if not handled at booking desk

• Manage communication between Different Teams (Agency, HO, Customers...)

• Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation

• To be able to deal with customer complaints professionally and contribute to root cause analysis and continuous improvement.

KEY PERFORMANCE STANDARDS

• Ensure customer experience is delivered in a professional & in a timely manner.

• Maintain a high level of accuracy for all functions, ensuring a clear audit trail is recorded.

• Keep the Team Leader / Senior Customer Service Advisor informed of ongoing situations and problems for appropriate action to be implemented.

PROFILE AND REQUIRED SKILLS

• Professional confident telephone manner.

• Ability to remain calm under pressure.

• Establish & maintain good relationships with customers and colleagues.

• Attention to detail.

• Exceptional communication skills.

• Flexible to work out-of-hours when necessary/required.

• Shipping / Freight Forwarding experience beneficial.

• Team Player.

• Basic understanding of Health and Safety.

• Conversant with CNS and FCP Port Systems

• Computer literate

PRACTICAL AND TECHNICAL KNOWLEDGE

• Experience of the shipping industry

• Microsoft Office suite of products including Excel/teams/outlook

• Shift Patterns: Monday to Friday

• Shift Hours: 8am – 4pm / 9am – 5pm (Main Shift) / 10am – 6pm

• (Please Note: Shift hours are subject to change. From time to time it may be necessary to work outside of these hours should business needs dictate).

Not only do we offer a competitive salary, we also offer a generous benefits package including:

25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
Discretionary annual bonus
Enhanced pension scheme up to 15% total contribution
Life assurance x4
Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme
Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
Hybrid Working
Cycle to work scheme/ Season ticket loans
Enhanced policies including Maternity & Paternity
Employee recognition awards
Considerable scope for personal and professional growth through the CMA CGM Academy

CMA CGM Group is proud to define itself as a family business built on strong human values.

Excellence
Exemplarity
Imagination
Boldness

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities!

Please note that when you click “Apply”, you will be transferred to the career portal. Please make a note of the Job Requisition ID number so you can locate the vacancy and progress your application. You will also be required to log in or register on the career portal to progress your application.

Come along on CMA CGM's adventure!