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.

Overall Purpose of the Job: The position aims to offer a 'Red Carpet' service to customers, providing personalized support that meets their unique needs and expectations. This seeks not only to satisfy but to exceed customer expectations, fostering strong and lasting relationships.

Importance of the Position: The position is essential for the company's success, as it focuses not only on satisfying customers but also on building strong relationships and continuously improving the customer experience.

Job Projection: The occupant of the position can develop into a supervisor of the customer service department.

Job Relationships

DIRECT

INDIRECT

EXTERNAl

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

Drivers

Customers.
Port Agent
Custom Suppliers.

Specific Objectives of the Position:

Central America Cluster	General Function: Ensure that documentation is issued meeting the established cut-offs and ensuring that the head office processes and procedures are respected.
Tasks	Description
Tasks	Case Management: Case Ownership: Ensure that all customer inquiries (received through all channels) are responded to within the agreed SLA and with quality, through efficient collaboration with relevant stakeholders, keeping the customer informed during the resolution process. Case Prioritization: Prioritize customer requests according to the criticality of the inquiry to meet customer expectations. Case Analysis and Dispatch: Analyze customer inquiries and consult experts or dispatch to the correct team for faster and quality response time. Escalations: Alert and escalate recurring customer issues/pain points to the Regional Office Customer Care Manager and the related CCAM. Service Level Management: SLA Monitoring: Ensure that customer service levels are maintained according to the contract/tender SOP. Contract/Tender Compliance: Create reports and metrics according to the contract/tender SOP. Proactive Monitoring. If part of the Premium Desk: Act as the exclusive single point of contact for the customer and build a strong relationship with them. Create customized reports to analyze Customer Service Performance and share with relevant stakeholders to improve service speed and quality. Coordination: Coordinate communication related to mobilizations and unit assignments between the ILS department and the customer. Manage the local process required with the port operator. Manual process Complete the required processes on the port's website and the customs website so that customers can complete their procedures. CJM Hold meetings with customers to identify areas for improvement and conduct CJM sessions.
Required knowledge

Supervision Exercised and Received:

Reports to:	General Manager
Supervises:	N/A

Technical Competencies:

Profession or Technical Expertise	Degree	Minimum requirement	Desirable requirement	Documents
Specify the name of the career(s)	University Diploma	Advance student	University Bachelor	Academic Title
Management of computer packages in Windows (Office)	Intermediate	Basic	Intermediate	Certificate of approved courses
Experience	5 years of experience in shipping companies	Minimum 2 years in customer service position	5 years of experience in shipping companies	Through Curriculum Vitae
Competencies	Solid knowledge in shipping, experience in customer service, effective communication skills, knowledge of the organization, processes, and tools of the CMA CGM group.

Other Aspects:

Aspect	YES	NO	OPTIONAL	Specify
Requires company uniform		X
Cell phone			X
Require leaving the company			X
Driver's license		X
Own vehicle		X

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines.