Customer Service Analyst

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

The Customer Service Analyst has the mission of providing an after-sales service, guiding the customer in carrying out the activities necessary for loading and unloading the containers and conducting matters that refer to the customer's satisfaction and performance.

WHAT ARE YOU GOING TO DO?

• Booking confirmation and schedule tracking to accomplish the confirmation in until 3 hours from solicitation
• Monitor customer Performance, regular meetings, assess the progress and status to check clients SLA and contract target. The customer service analyst has accountability of KPIs that involves the customer.
• Control operational processes, such as reverse logistic, Idle and storage
• Verify truck availability with intermodal department and logistic team to container empty availability
• Internal Negotiation with different departments to attend customer demand, providing information and working on adjustments to find solutions to customer process
• Establish a fast analysis and response on time for the customer in order to provide an excellent service.
• Support financial team with cost proof related to extra services provided, in order to have them charged from customers
• Continuous improvement of clients

WHAT ARE WE LOOKING FOR?

• Degree: Degree required in Business Administration, Engineering and Logistics;
• IT and System Requirements: Good level of Microsoft Office, mainly advanced Excel
• Language: English (advanced)
• Experience: Minimum 2-year experience with client relationship 

All positions are affirmative for the PwD public.

JOIN US!