Customer Service Supervisor - CMA CGM Mauritanie (H/F)

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.

YOUR ROLE

As a Customer Service Supervisor, you will serve as the primary point of contact for our customers throughout their journey. You will be responsible for delivering outstanding customer experience by ensuring the efficient handling of customer requests, compliance with service commitments, and seamless coordination with internal teams.

Depending on the customer portfolio assigned to you (Premium, Advanced, Standard or Special), you will tailor your level of support to meet each customer's specific needs, contributing to long-term customer satisfaction and loyalty.

WHAT ARE YOU GOING TO DO ?

• Handle customer requests received through various communication channels (email, phone, chat, etc.) and ensure timely resolution.
• Manage customer cases from start to finish, coordinating with the relevant internal teams until full resolution.
• Prioritize customer requests according to their level of urgency and provide proactive follow-up.
• Ensure compliance with service commitments while maintaining a high standard of service quality.
• Professionally manage complex situations, exceptions and customer complaints by providing appropriate solutions.
• Work closely with operational, commercial and other internal stakeholders to ensure a seamless customer experience.
• Identify opportunities to improve the customer experience and escalate recurring issues to support continuous process improvement.
• Promote the Group's digital solutions and support customers in their adoption whenever appropriate.
• Contribute to customer retention by building trusted relationships and, depending on the assigned portfolio, identify opportunities to promote value-added services.
• Monitor key performance indicators and contribute to achieving customer satisfaction objectives.

WHO ARE WE LOOKING FOR ?

You are passionate about customer service and eager to grow in an international environment where customer satisfaction is at the heart of everything we do.

To succeed in this role, you should have:

• At least 5 years of experience in liner shipping.
• A minimum of 2 years' experience in a customer-facing role, with a strong customer service mindset.
• Excellent communication skills, with the ability to interact effectively with customers as well as stakeholders at different levels of the organization.
• Strong interpersonal and relationship-building skills, with the ability to manage complex situations professionally.
• A positive attitude, resilience and the ability to perform effectively in a fast-paced environment.
• Solid knowledge of LARA (all modules), as well as a good understanding of the Group's organization, internal processes and operational tools.
• Proficiency in Microsoft Office applications.
• Preferably, a Bachelor's degree in Transport & Logistics, International Trade or any other equivalent qualification.
• Fluency in French, a good command of English (written and spoken), and a good command of Hassaniya.

Come along on CMA CGM’s adventure !