Customer Service Officer

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.

Summary:
This role supports the Customer Service manager to manage the customer to effectively execute and achieve customer satisfaction via End to End process.

Equipped with a good knowledge of the company’s systems, processes, shipping regulatory requirements and corporate policies, the Customer Service Executive owns and takes a leading role in shipment management processes. As an integral part of Sales, Documentation and Operation interface, the role provides the customers with an efficient one-point contact - he/she will manage customers’ shipments involving bookings, documentation or operation issues, actively engage and ensure the seamless flow of customer’s shipments.

He/she is expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. He/she will take ownership to enhance work efficiencies by continuously improving work processes and encouraging customers to use CMA CGM e-Biz products. By being thorough and vigilant, you will effectively help to reduce Abandon Call and prevent service failure which incurs recovery costs.

He/She takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.
 
Main Responsibilities:
Customer Service (70%)

• Exception handling, problem resolution and continuous improvement.
• Meet all call and email turnaround times as required to ensure high customer satisfaction level.
• Expediently handles all customer interactions.
• Work with various departments, including shared services centres to promptly resolve customer needs and issues to meet/exceed service deliveries.
• Manage accounts based on customer facing activities, working closely with the ARO Key Account team

Operations (30%)

• Manage operational requests (re-export, return cargo, DIT, Diversion, Service recoveries, transhipment declaration, change of Operator code and Inter gateway, Portnet releases)
• Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.
• Coordinate operational transaction / stowage requirements (DG, OOG etc)
• Managing special cargo (OOG, Breakbulk, DG, Reefer, Military and Commercial Cargo) process from booking to loading

Minimum Requirements:

• Minimum a Diploma Holder in any discipline with at least 3 years working experience in the freight forwarding/logistics industry;
• Good communication and presentation skills;
• Strong proficiency in MS Office, MS Excel, knowledge in Macro will be advantageous 
• Meticulous and service-oriented;
• Good interpersonal skills;
• Analytical, independent and team player

**This role is open for local employment only

We will only consider applicants who have received, or are willing to receive by the date of recruitment, the full regimen of a WHO EUL vaccine (examples include Pfizer-BioNTech/COMIRNATY, Moderna, Sinovac-CoronaVac, and AstraZeneca). Proof of vaccination will be required.

**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes:

(i) To process the application for the role being applied for;

(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;

(iii) To conduct necessary reference checks; and

(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !