Customer Service Senior Supervisor Cluster Hispaniola

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.

Reports To

Cluster General Manager

Location

Dominican Republic, ability to travel

Job Overview

Manage and coordinate all Customer Care activities (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure the level of service meet customer expectations in compliance with Group interest.

Responsibilities and Duties

Define Customer care strategy in coordination with Sales, including meetings with customers and customer care process sensibilization to the team.

Monitor and coordinate Customer care activities according to target KPI and take actions to improve performances, and to reduce TAT for main processes impacting customers.

Ensure implementation of Group processes and procedures under their scope. Support Group projects implementation and new tool deployment.

Improve response capacity of the Customer Care department.

Assure Case resolution according to the proposed targets.

Motivate and promote teamwork in the cluster. Develop and integrate cluster customer care positions and extend responsibilities within the cluster.

Assure invoice accuracy and revenue collection for local cargo by monitoring the available reports and following up with the team.

Evaluate and supervise the customer care team, to provide feedback and coaching when needed.

Identify process improvements, being a business expert and make sure the completion of the customer care tasks and all processes.

Qualifications

Bachelor’s degree in Business, Industrial, Marketing, or related.

Master’s degree in Logistics, Commerce, MBA or related.

+5 years of experience.

Management or supervisor experience.

Advanced Excel, CRM knowledge, Power BI and KPI Management.

Communication skills, Initiative, Time managing, Results oriented, Leadership.

Fluent in Spanish and English.

Come along on CMA CGM’s adventure !