Customer Service 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.

Location: CMA CGM Costa Rica

Reports to: Customer Senior Manager/Manager

Department: Customer Care

General Purpose of the Position: Supervise the roles of each position to ensure effective and timely completion of assignments.

Importance of the Position: Ensure the effective execution of functions to meet the various operational processes.

Position Projection: The occupant of the position can develop into a customer service management role.

Specific Scope of the Position: Central America Cluster

General Function: Ensure that documentation is issued meeting the established cut-offs and that the processes and procedures of the headquarters are respected.

Tasks:

• Leadership and Team Development: Lead, train, and supervise the customer service team to meet customer expectations. Set clear operational goals and objectives for the team. Provide coaching, mentoring, and training to develop the team's skills and competencies.
• Customer Experience Management: Visit customers when necessary to gather feedback and foster continuous improvement.
• Service Level Management: Implement CMA-CGM group's standard processes and tools.
• Resource Management: Manage staffing levels and allocate resources effectively to meet service level agreements. Participate in the recruitment, hiring, and training of customer service staff. Ensure staff is informed about the group's processes, SOPs, and tools. Develop and implement crisis management procedures to handle unexpected challenges or service disruptions.
• Reporting: Regular performance reports to the Customer Care Manager of the agency. Produce performance reports on demand as requested.

Required Knowledge:

• Supervision Exercised and Received: Reports to Customer Care Senior Manager. Supervises Customer Senior Officer/Officer/Assistant.
• Technical Competencies:
  • Profession or Technical Expertise: Professional in careers such as Customs Administration, International Trade Administration, Business Administration with an Emphasis in Commerce, and other similar ones.
  • Computer Skills: Advanced proficiency in Windows (Office).
  • English: Advanced 85%, Intermediate 70%, Advanced 85%.
  • Experience: Technical proficiency and demonstrated competence. Minimum 2 years, more than 2 years.
  • Competencies: Leadership, determination, decision-making ability, order, respect, empathy, proactivity, achievement orientation, emotional intelligence, proper time, stress, and personnel management, sense of urgency and priority, negotiation skills, effective conflict resolution, procedure adherence, assertive communication, and teamwork.

Direct Relationships:

• Intermodal Department
• Logistics Department
• Operations Department
• Share Service Center/GBSI
• Regional Office
• Global Agencies
• Headquarters
• Commercial Department
• Human Resources Department
• Finance
• Carriers
• Customers
• Port Agent
• Customs
• Suppliers

Come along on CMA CGM’s adventure!