Global Customer Service Expert

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

The core mission of a dedicated customer experience (CX) manager is to enhance our customer experiences. This requires to track all points of customer engagement (NPS), address customer queries (surveys), and identify ways to improve our customer services.
A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

WHAT ARE YOU GOING TO DO?

• Tracking customer experiences across online and offline channels, devices, and touchpoints
• Onboarding of new customers: creating dedicated & innovative onboarding journeys for our customers, to ensure efficient implementation of business
• Taking part to customer portal building reflection and design to provide different customer experience compared to industry standards
• Follow performance of Customer Service through KPI’s and monitor with Country Customer Care managers the actions plan.
• Collaborating with IT developers, as well as the production, product managers and sales teams to enhance customer services and brand awareness
• Aligning customer experience strategies with marketing/ global customer service / product management initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via productive and efficient means (collaborative tools, CRM, social media, or chat applications)
• Seeking for customer feedback on global satisfaction via surveys and satisfaction KPI follow-up, and converting the results & analysis into long term satisfaction improvement as part of the customer journey
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests with Product Management officers, evaluating after-sales and support services, and facilitating improvements.
• Keeping informed of industry trends

WHAT ARE WE LOOKING FOR?

• Master degree, Higher education
• Extensive and proven experience of leading/managing customer experience or customer service
• Strong strategic and customer focus. Very good level in written and verbal English, Knowledge of MS Office as well as CX and CRM software. Logistic sector/processes knowledge Skilled in problem solving.

Desirable

• Experience working in an international customer and omni-channel contact centre environment.
• Certification in Project Manager and/or Quality related methodologies (Lean, Six Sigma, LSS, TQM, etc) Technical knowledge of customer service tools (CRM; Mail/ticketing; Phone – ACD/CTI/IVR/Call recording-; Live chat; Chatbot; Instant Messaging)

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. 

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.