Root Cause Analyst

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.

Position Summary:

The RCA Analyst will work closely with all Business Areas and Dispute Teams to support the delivery of RCA analysis and ultimately contributing for a better Customer Experience by reducing the Invoice errors. The RCA Analyst will consume intel and data provided by Dispute Team, fully understanding the main issues to address, will then proceed to deep analyze the data and research cases as necessary to create the RCA plan. RCA Analyst will follow through with the necessary plan of actions to tackle the issues. RCA Analyst will maintain a very close follow up with all Business Units making sure the plan is being followed and the Dispute Data is reflecting the intended trend followed by those actions.

The RCA Analyst embraces a culture of collaboration, improvement, and learning. RCA Analyst will become a NOVA Key User, have a deep understanding of the overall Dispute Process. RCA Analyst will audit the usage of the system, making sure all teams have a uniform method following SOPs, allowing data quality.

Essential Duties / Responsibilities:

• Solely manage the portfolio of a specific category of cargo claims for both APL and CMA CGM (Dry BCO, Dry NVOCC, or Reefer Cargo).
• Intel from Dispute and Data Analysis to be the foundation of RCA Action Plan
• Building and addressing all Items in the RCA Action Plan, including hosting Customer calls and partnering for Training
• Understand end user needs and influence the RCA Process/System development roadmap
• Partners with Business Teams addressing all issues upstream with partners and stakeholders
• Monitoring all data trends related to the RCA Action Plan items being addressed and the KPIs set to prove improvements
• Address internal Dispute Quality issues

• Miscellaneous related duties or projects as assigned.

Knowledge, Skills, and Abilities Required:

• Understanding of Industry processes and standards as a whole
• Familiarity with functions of different internal departments
• Understand concepts and principles of detention, demurrage, storage and monitoring within the shipping industry
• Basic understanding of customer invoicing
• Basic knowledge of LARA application
• Ability to manage own workload and deliverables.
• An understanding of the uses of data, data skills, and data tools.
• Be curious with data and have a sensible regard around data accuracy.
• Experience around tools like Excel, Qlik and Visio and other reporting tools
• Strong problem-solving aptitude and idea generation, with the ability to go from conceptualization to execution.
• Strong inter-personal skills with ability to forge strong relationships with key stakeholders
• Excellent oral and written communication and presentation skills.
• Effective organizational and project management skills.

Education and Experience Requirements:

• Associate's degree required: Bachelor's degree preferred.

• 1+ years of industry experience; 2+ years of general experience required.
• Demonstrated analytical skills

Come along on CMA CGM’s adventure! 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.