Customer Service Senior Supervisor Bangladesh

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.

Manager – Customer Service Job Description

Role Summary

Leads and manages Standard, Advanced, and Premium Customer Service operations to ensure excellent customer experience, SLA compliance, and operational excellence. Focuses on strengthening customer relationships, efficient case management, and continuous service improvement.

Key Responsibilities

• Oversee end-to-end customer service operations ensuring SLA and quality compliance
• Manage case handling, prioritization, and escalation resolution
• Lead Customer Service teams with coaching, performance monitoring, and workload management
• Ensure achievement of KPIs including FCR, TAT, TPS, NPS, and service levels
• Maintain strong customer relationships through proactive engagement and service recovery
• Coordinate with internal stakeholders (Operations, Commercial, GBS, HO, SSC)
• Drive continuous improvement, digital adoption, and value-added service initiatives

Requirements

• 10–15 years’ experience in liner shipping / customer service operations
• Strong leadership and team management experience
• Master’s degree / MBA or equivalent
• Strong knowledge of SLA/KPI management, case handling systems, and shipping operations

Come along on CMA CGM’s adventure !