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ID:  118965
Location: 

Norfolk Va, US

Supervisor, Client Solutions, Export Elite/Premiere

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.

Position Summary:

The Supervisor, Export Elite/Premiere will be responsible for providing tactical leadership to the Export Elite/Premiere customer service team, including booking activity, call center queues, and escalated email issues.  This position is accountable for ensuring representatives perform at the required service levels by monitoring and recording established KPI’s and providing coaching where improvement is needed.  Additionally, the supervisor serves as an escalation point for strategic customers and internal groups when issues arise pertaining to Export Elite/Premiere shipments.  

 

This position will be responsible to:

  • Through coaching and mentoring ensure associates are meeting the department’s key performance indicators providing the tools and resources required to achieve results. 
  • Promote an error free and customer-centric environment through call/email quality monitoring, regular engagement with employees and customers, and capitalization on coaching opportunities.
  • Ensure consistent coverage of call center queues, departmental email boxes and NOVA workspaces. 
  • Contribute to review and development of processes supporting CCA’s export efforts including training programs, global procedures, and internal initiatives.
  • Develop employees through regular meetings and by encouraging participation in company and departmental collaboration initiatives.  Ensure all training plans are fully developed and followed through to completion.
  • Complete performance appraisals for export customer service representatives.
  • Miscellaneous related duties or projects as assigned.

 

Skill Sets / Education & Experience Requirements:

 

  • High School Diploma required.
  • Minimum of 1-2 years’ working knowledge in of finance systems and invoice validation
  • Knowledge of Elite/Premiere business practices.
  • Strong Working Knowledge of CMA CGM organizational structure and services/network 
  • Strong Working Knowledge of the Transportation industry 
  • Solid Working Knowledge of bookings, customer service, and documentation 
  • Clear understanding of CCA objectives & mission as a whole
  • Understanding of the company’s HR policies
  • Excellent and clear communication skills, both written and verbal, including active listening
  • Ability to coach and motivate team members
  • Ability to analyze and troubleshoot complex problems and propose solutions quickly
  • Excellent critical thinking skills
  • Strong organizational and time management skills
  • Proficient with MS Office Suite, and knowledge of salesforce preferred
  • Must be able to investigate and analyze an issue to determine correct course of action
  • Ability to lead the team to obtain and maintain high performance results
  • Ability to manage multiple project simultaneously and meet deadlines
  • Maintain a Professional demeanor and etiquette at all times
  • Able to establish priorities, make decisions in a timely manner; can quickly separate the mission-critical
  • Mobilizes resources to get things done, foresees and plans around obstacles; balances multiple activities and demands; uses time effectively and efficiently
  • Does not hesitate to take on all issues, challenges and people; confronts and works through conflict professionally; not afraid to make decisions and tough actions, within their scope
  • Tackles everything with drive and energy with an eye for the bottom line; drives to finish everything

 

Skill Sets / Education & Experience Preferred:

  • Bachelor’s Degree Preferred
  • Previous Supervisor or Team Lead experience preferred 

Must be able to work 8:00 am to 5:00 pm

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: Hampton Roads

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