Customer Service Senior Supervisor India

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.

JOB DESCRIPTION

Job Title : Manager

Department : Customer Care

Sub Department : Customer Service - Import

Reporting : Area General Manager

Role Summary:

The import customer service manager will be part of the regional customer service team in-charge of day-to-day team management activities & will be responsible to provide leadership and direction to the import customer service team, in line with group standards and requirements.
The position will report administratively to the area general manager and functionally to the deputy general manager / general manager – customer care.

Core Responsibilities:

Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system.
Day-to-day team management & administration, including setting and monitoring individualKPIs and KRAs.
Mapping customer requirements along with commercial team and ensuring up-to-date customer profiles are maintained and well communicated to service delivery and SSC teams.
Development of knowledge support bank to improve effectiveness of case management system.
First point of contact for all the escalations/ issues within the zone for all the customer service activities & liaison with relevant internal and external stakeholders.
Prepare local reports & analytics and / or utilise centrally provided analytics to monitor the performance of the team and to take proactive actions/ measures for continual improvement and when required.
Perform root cause analysis for errors / quality defects and initiate effective corrections and corrective actions.
Suggest new initiatives for continuous process & customer experience improvements based on internal and / or market dynamics.
Guide the team through the change management process as and when required.
Exigency management as required by the business continuity plan.

Key Performance Indicators:

Adherence of all KPIs and procedures related to import customer service department.
Ensure team compliance to process flows, SOPs and standing instructions defined for the import customer service activity.
Achievement of organisational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organisation.

Ensure clear and effective communication with various stakeholders, both Internal and External.
Participation in the continuous improvement of customer service quality and customer experience

Qualifications and Skill Sets:

Graduate / Post-Graduate degree holder.
Minimum 5 years’ experience in shipping / logistics domains (front office / customer care experience preferred).
Demonstrated communication and inter-personal skills.
Receptive to change management and adaptability to diverse cultural and business scenarios.
Ability to mentor and provide leadership to team.
Strong understanding of systems.
Experience in case management systems is preferable &demonstrated abilities in advanced usage of MS Office tools is a must.

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