Customer Service Manager

CMA CGM Holland is located in Europe's largest container port: Rotterdam, commonly known as the Gateway to Europe. Our mission is to lead sustainable change within the maritime industry. In order to achieve the goal of net zero carbon by 2050, sustainable development has become one of the main axes of the CMA CGM Group strategy.

Jump Aboard for #betterways

We endeavour for Better Ways in everything we do our culture is embodied by boldness, imagination, exemplarity and excellence. With these values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in. 

Build your career in shipping and logistics, apply today join tomorrow!

Are you an experienced people manager with a passion for customer experience and continuous improvement? Do you thrive in a dynamic, international environment where teamwork and service excellence go hand-in-hand?
Then this could be your next step in your career. CMA CGM Holland is looking for a Customer Service Manager to lead and further strengthen our Customer Servic department, in the Customer Care pillar. 

ABOUT THE ROLE

As a Customer Service Manager, you will lead our team of Customer Service Supervisors and play a key role in optimizing the customer journey. You are a natural leader who understands how to empower teams, elevate customer satisfaction, and drive operational excellence.

Key responsibilities:

1. Team leadership & Development
   • Manage the Customer Service Supervisor Team to meet customer expectations
   • Set clear operational goals and objectives for customer service team
   • Provide coaching, mentoring and training to develop the team skills/competencies
   • Foster a positive and collaborative team environment
   • Monitor and evaluate the performance of the customer service supervisor team against established KPI's and service level agreements
   • Conduct performance reviews and implement improvement plans as needed
     
     
2. Customer Experience Management
   • Visit customers when necessary to gather customer feedback for continuous improvements
   • Build and maintain strong relationships with key customers and stakeholders
   • Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
   • Collect and analyze customer feedback to identify trends and areas for improvement
     
     
3. Service Level Management
   • Implement CMA CGM group standard processe, tools, and best practices
   • Implement best practices and standard operating procedures to ensure consistent service delivery
   • Collaborate with other departments to streamline processes and resolve cross-functional issues
   • Manage projects within the set timelines to improve our overal service
     
     
4. Resource Management
   • Manage staffing levels and allocate resources effectively to meet service level agreements
   • Participate in recruitment, hiring and onboarding customer service staff
   • Ensure staff is knowledgeable on group processes, SOPs & tools
   • Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions
     
     
5. Reporting 
   • Regular reporting on performance to agency Customer Care Manager and the Regional Office Customer Care team (on demand)
   • Pro-actively and on demand producing of performance reports 

 
SKILLS AND COMPETENCIES

• Strong proficiency in both written and spoken Dutch and English is required
• 5 to 8 years of relevant work experience, including 2 to 4 years in a managerial role 
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
• Great customer facing skills with ability to build and nurture relationships
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
• Excellent knowledge in LARA all modules.
• Understand CMA CGM group organization, processes & tools.
• Basic proficiency with MS Office
   

Screening is a standard part of our internal application process, by applying to this vacancy you acknowledge having taken note of this policy.

As part of our Employee Experience offering, CMA CGM Holland offers a number of perks including:

• Solid pension with contributions fully covered by CMA CGM
• Annual performance bonus subject to personal and company performance
• Collective health insurance with discount on additional packages
• Opportunity to participate in volunteer initiatives
• Access to 3000+ learning resources and courses
• Birthday bonus

 
Come and find your better way with us!

Applying for this role is only possible in case you are a Dutch residents therefor living and working in the Netherlands. Or in the case you have a valid working permit for the Netherlands which is not linked to the status of ‘knowledge migrant’.

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities.

:: Acquisition in response to the vacancy is not deemed desirable ::