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ID:  551293
Location: 

Liverpool, GB

Customer Experience Team Leader

ABOUT US | WHO ARE CMA CGM

 

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.

 

 

JOB PURPOSE 

 

Customer Service Team Leader is instrumental in leading a team of Customer Experience specialists to deliver excellent levels of service to our customers, addressing their needs, and continually improving the customer experience. 

 

 

MAIN RESPONSBILITIES 

 

Team leadership & Development

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

 

Customer Experience Management

  • Visit customers when necessary to gather customer feedback for continuous improvements

 

Service Level Management

  • Deploy CMA-CGM group standard Processes & tools

 

Resource Management

  • Manage staffing levels and allocate resources effectively to meet service level agreements
  • Participate in recruitment, hiring and onboarding customer service staff
  • Ensure staff is knowledgeable on group processes, SOPs & tools
  • Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.

 

Reporting

  • Regular reporting on performance to agency Customer Care Manager
  • Produce on demand performance reports as per request

 

 

WORK RELATIONSHIPS

 

  • Customers
  • CMA CGM Agencies Staff (Local & Global)
  • CMA CGM Global Business Services (GBS)
  • CCAM Global Customer Care Account Manager
  • GKAM Global Key Account Manager
  • CMA CGM Group Regional Customer Care Manager

 

 

KNOWLEDGE, SKILLS & EXPERIENCE 

 

  • Strong knowledge and experience in the Shipping & Logistics industries would be advantageous 
  • Demonstrable people management experience, within a Customer Service environment 
  • 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 demeanour, positive attitude, and ability to manage stress through challenging situations
  • Excellent knowledge in LARA all modules
  • Understand CMA CGM group organization, processes & Tools
  • Basic proficiency with MS Office
  • Strong change management skills with influence and negotiation capabilities.
  • Excellent presentation, communication, interpersonal and decision-making skills.
  • Previous experience in Salesforce platform.
  • Excellent stakeholder management, able to work transversally.
  • Ability to manage large scale change, leading and supporting the team through the same.
  • Comfortable with complex, impactful decision-making.
  • Strong communicator, able to adapt easily according to the audience and can easily explain the why.
  • Creativity in problem solving

 

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 the CMA CGM adventure! 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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