Customer Service Senior Supervisor - Cluster Senegal (H/F)

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.

YOUR ROLE

As the Customer Service Cluster Manager, your role is essential in ensuring that customers receive excellent service, meeting their needs, and continuously improving the customer experience.

WHAT ARE YOU GOING TO DO?

As the Customer Service Cluster Manager, your commitments are as follows:

Team leadership & Development

• Lead, train and supervise the Customer Service Team to meet customer expectations
• Set clear operational goals and objectives for customer service team
• Provide coaching, mentoring and training to develop the team skills/competencies

Customer Experience Management

• Visit customers when necessary to gather customer feedback for continuous improvements

Service Level Management

• Deploy CMA-CGM group standard processes & tools

Resource Management

• Manage staffing levels and allocate resources effectively to meet service level agreements
• Participate in recruitment, hiring and onboarding customer service staff
• Ensure staff is knowledgeable on group processes, SOPs & tools
• Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.

REPORTING:

• Regular reporting on performance to agency Customer Care Manager
• Produce on demand performance reports as per request

WHO ARE WE LOOKING FOR ?

You are passionate about customer service and eager to grow in an international environment where customer satisfaction is at the heart of everything we do.

To succeed in this role, you should preferably have:

• At least 5 years of experience in liner shipping.
• A minimum of 2 years' experience in a customer-facing role, with a strong customer service mindset.
• Excellent communication skills, with the ability to interact effectively with customers as well as stakeholders at different levels of the organization.
• Strong interpersonal and relationship-building skills, with the ability to manage complex situations professionally.
• A positive attitude, resilience and the ability to perform effectively in a fast-paced environment.
• Solid knowledge of LARA (all modules), as well as a good understanding of the Group's organization, internal processes and operational tools.
• Proficiency in Microsoft Office applications.
• Preferably, a Bachelor's degree in Transport & Logistics, International Trade or any other equivalent qualification.
• Fluency in French, a good command of English (written and spoken)

Come along on CMA CGM’s adventure !