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.

Reports To

Customer Care Senior Manager

Location

Dominican Republic

Job Overview

Supervise the Customer Service team of the agency, assuring the completion of the implemented processes and objectives attending to the customer requests and level of satisfaction. Manage both Export and Import customer’s request. Serve the customer in all its queries and requirements. Ensure timely responds to customers general requests of Export and Import lifecycle case management. Provide red carpet service to the group customers offering a personalized level of support according to the treatment level.

Responsibilities and Duties

• Monitors established KPI of the team regarding all Customer Service process of the agency to assure the proper execution. Document and inform all reasons and stoppers for the executing of the strategies or objectives. Provides feedback and coaching to the customer service team, assuring a high level of service provided.
• Enhance customer service interaction with local customers, assuring the availability of the team, proper function of the designed channels of communication and response time.
• Handle customer exceptions requests, answers to customer on special demands, issues, complaints and provide appropriate solutions with alternatives within committed timelines. Coordinate with related internal teams and follow up to ensure resolution.
• Case ownership, ensure all customer queries are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders.
• Deliver tailored levels of service based on the established customer classification criteria.
• Inform customer of relevant information in a timely manner regarding their shipments and maintain excellent communication with customer through import and export cycle.
• Monitor NOVA and inform customers of system modifications when needed with related internal teams (vessel delays, call omits, roll over, cut & run, late SI submission, etc.). Consult with ILS about RO cancellation.
• Contact customers to inform them of any necessary system modifications and manage communication between different teams (Agency, HO, Customers).
• Assure customer education, provide detailed guidance to customers on how to navigate and utilize the features of the CMA CGM website and processes effectively.
• Manage internal Requests for Information (RFIs) to address and fulfill customer requests to different parties including ILS, Service delivery, sales and all relevant parties.
• Provide support for emergency phone calls in accordance with internal policies and within the designated schedule. 
• Suggest corrective actions of deviations to prevent disruptions, analyze day to day activity of the team to identify better practices.
• Coordinates and escalate relevant cases to responsible parties.

Qualifications

• Bachelor’s degree Business Administration, International Business, Industrial Engineering.
• 1 year of Supervising experience.
• 3 - 5 years of experience in Logistics, Customer Service, Documentation and Port Operations.
• Advanced English.
• Intermediate Excel, CRM knowledge, Power BI and KPI Management.
• Communication skills, Initiative, Time managing, Results oriented, Leadership, Detail focus, Customer Service focus.

Come along on CMA CGM’s adventure !