Customer Service Supervisor (Lae, PNG)

Kia ora, Talofa, Halo, Ola, Gutpela dei, Mālō e lelei – Jump Aboard!
Join our diverse Pacific team and grow your career with us!

We are CMA CGM, the business that moves in excess of 22 million containers of cargo every year from over 400 different seaports. Backed by a diverse portfolio of brands and subsidiaries, the CMA CGM Group is the third largest container shipping Group in the world, making us well equipped to move cargo from door-to-door, on a global scale.

ANL is a long-standing brand within the CMA CGM Group with a vision for the future. Headquartered in Melbourne, ANL Container Line offers shipping services to all major Oceania destinations, with extensive coverage throughout Australia, New Zealand, Asia, the West Coast of America, South Asia, Papua New Guinea, and the Pacific Islands.

Our mission is to lead sustainable change within the maritime industry. As we embark on this large-scale transformation journey, we are calling for our team members to be both bold and imaginative to achieve the needs of our business. We are growing and changing the way we serve our customers. If you are willing to roll your sleeves up and contribute to this journey, we would love to hear from you!

About the Role:

Reporting to: Customer Care Manager
Employment Type: Permanent, Full-Time
Work Location: Lae, Papua New Guinea

The Customer Service Supervisor oversees service delivery for all import and export customers in Papua New Guinea, ensuring high service standards and strong customer relationships. The role monitors agency performance, drives continuous improvement, and ensures export bookings, documentation, and import releases are handled efficiently and in line with company standards.

Key responsibilities of the role will include:

• Lead and develop direct and indirect reports, including performance monitoring, appraisals, training, and workload management.
• Oversee import and export service delivery, bookings, documentation, and cargo readiness, ensuring adherence to company standards and regulatory requirements.
• Monitor KPIs across all functions, address performance issues, and provide feedback to staff and management.
• Support dispute resolution, invoicing, audits, and compliance activities to maintain accurate and timely processes.
• Collaborate with Sales, Commercial, Operations, and other internal teams to ensure customer satisfaction and efficient service.
• Identify process improvement opportunities, implement strategies, and maintain up-to-date SOPs for all service delivery activities.
• Act as escalation point for service delivery matters, communicate updates and special requirements, and contribute to reporting for management review.                

To be successful in this role, you will need:

• Tertiary qualifications in Business, International Business, Supply Chain, Logistics, or equivalent experience.
• 2–5 years’ experience in import/export, shipping, or customer service roles.
• Previous team leadership experience and strong administration skills.
• Excellent customer-oriented attitude with strong communication and telephone skills.
• Proficient in word processing and able to present work in a professional business format.
• Ability to manage multiple tasks, meet deadlines, and work independently in a high-pressure environment.
• Knowledge of the shipping/transport industry; process improvement experience is desirable.

Eligibility Requirements

We’re building our teams locally across the Pacific and are looking for people who want to grow with us and contribute to our communities; applications from overseas candidates expecting remote work will not be considered.

Kia ora, Talofa, Halo, Ola, Gutpela dei, Mālō e lelei – we welcome all local talent ready to join our Pacific team!

Why join CMA CGM?

We are continuously striving to provide new opportunities and benefits that make our business a great place to work, but the truth is that it’s our people who make us want to come to work every day. We make time to engage, connect and celebrate the moments that matter with our colleagues.

We have a strong culture built around supporting progression and promotion and offer a diverse and engaging training calendar that provides you with the opportunity for growth, no matter your interests.
In an ever-changing economy, the shipping industry remains a beacon of stability, and our continued success is a testament to our unwavering commitment to excellence. We prioritise delivering exceptional experiences to both our customers and our employees.

The CMA CGM Group is also deeply committed to sustainability. We demonstrate our dedication to acting for the planet, people, and fair trade, through initiatives like reducing greenhouse gas emissions, promoting equity and inclusion in the workplace, educating employees on climate issues, and engaging in community and environmental projects.

Our Commitment to Diversity

At CMA CGM, we take pride in being one of the most culturally diverse organisations locally and globally, fostering a respectful, inclusive, and collaborative environment where all employees can thrive. Our strength lies in our people, and embedding Diversity, Equity, and Inclusion (DEI) into our culture is essential to our ongoing success. By Acting for People, we harness the unique perspectives and experiences of our teams, benefiting our employees, customers, and the communities we serve. We welcome and encourage applications from all qualified individuals, and celebrate the variety of backgrounds, experiences, and perspectives that make our teams stronger.

Join us at CMA CGM, where your potential meets endless possibilities, and together, we shape the future of global shipping.