Service Delivery Professional Philippines

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.

THE ROLE:
The dispute resolution team main role is to ensure proper log in of all agency disputes, coordinate with stakeholders for timely dispute resolution as per Group KPIs and to perform continuous root cause analysis to address recurrent /arising issues leading to disputes with an aim to resolve them.

RESPONSIBILITIES:
• RFI resolution
• Stakeholder management for RFI not belonging to customer service
• Root cause follow up and proactive work to fix recurrent issues
• Follow up of unpaid disputes (pending to be resolved & resolved & unpaid)
• End to End coordination
• Escalation to RO For specific reoccurring issues

KEY PERFORMANCE INDICATORS:
Dispute TAT

QUALIFICATIONS AND PROFILE:
• Strong knowledge in Shipping Industry (minimum 5 years of experience)
• Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree
• Knowledge of legal and / or regulatory frame
• Knowledge of port / country regulations
• Risk management knowledge
• Incoterms knowledge
• Customer service / user support
• Document management and archiving
• Containers administrative management
• Customer invoicing
• Excellent Communication Skills
• Software / IT Application

Come along on CMA CGM’s adventure !