Customer Care Senior Manager Mexico

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.

Position purpose

Manage and coordinate all customer care activities (customer service, booking, specialized desk, cargo readiness, centralized service delivery) to ensure level of service meet customer expectations in compliance with group interests.

Main activities

Monitor and coordinate customer care activities according to target kpis and take actions to improve performances

Ensure implementation of group processes and procedures under their scope

Support group projects implementation and new tool deployment

Support team members (direct reports) competencies development and contribute to their career evolution : training, professional mobility, etc.

Education

Business administration, international relationship, international business or  similar

Skills  

Consolidate and / or cross data and information of different types, analyze and deliver them as a diagnosis, study or audit report, including recommendation

Read, write, speak english in everyday and professional situations.

Know methods and procedures (preventive / curative) of risks analysis, control and monitoring

Know cma cgm commercial policy and offers (products and services) related to her/his scope.

Prepare or co-prepare, arbitrate, monitor and close a budget or budget allocations.

Support staff members (direct reports) in the appropriation of new methods, new processes or new tools to foster their commitment to change.

Follow employees' activity, make analysis and deduct action plans or recommendations according to predefined objectives.

Come along on CMA CGM’s adventure !