Customer Care Account Manager

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.

Summary: 

By maintaining a 360° global vision and acting as ultimate owner at the customer level, the CCAM ensures that customer KPIs are aligned with our service levels across all countries. The CCAM also supports customers through tailor-made services, helping to optimize global performance as well as their internal processes and digital transformation. In addition, the CCAM nurtures the customer relationship to strengthen loyalty and satisfaction.

Main Responsibilities:

 - Implement standard operational QBR (Quarterly Business Review) and MBR (Monthly Business Review) with customers (following the Group standards)

- Provide market advisory and organize crisis meetings with Management and impacted stakeholders

- Communicate major market issues to customers’ operational network, and provide customer training on shipping specificities and group processes etc.

- Ensure customers are fully engaged in Voice of Customer initiatives with local partners (in collaboration with Local Premium Desk officers)

- Propose Value Added Services (VAS) and answer specific customers’ requirements (Specific KPI, dedicated SOP/Working procedure)

- Escalate recurring issues to Strategic Accounts Head of Customer Care Account Manager (CCAM), and escalate severe service issues to higher levels of management when required

- Provide regular reporting on the assigned portfolio to the head of CCAM

- Conduct regular meetings with customers to review current service levels, pending cases, customer pain points, proactive solutioning, etc.

- Support tender coordination from an operational perspective to ensure feasibility of customer offers, and work closely with the Global Key Account Manager throughout the contract lifecycle

- Complete tender SOP with operational information: booking & document processes, invoicing process, local agent contact matrix, and other best practices

- Organize tender implementation, Customer onboarding, and take the lead on meeting between local agent and customer

- Communicate tender SOP within the network and publish on SharePoint and ensure updated version is published

- Provide Customer care escalation matrix and ensure updated version is available throughout the contract lifecycle

- Be responsible for any other assignments requested by Company Management or ARO/HO Management

Minimum Requirements:

- Diploma/Degree Holder with strong knowledge of the shipping Industry

- Minimum 5 years of relevant experience, including 3 years of experience as an Account Manager or Senior Customer Service Officer, preferred

- Commitment in delivering the best customer experience

- Strong customer-facing skills with the ability to build and nurture relationships

- Proficiency in MS Office with strong analytical & reporting skills

- Effective communication skills, with the ability to articulate various business scenarios with customers, senior business leaders & middle management

Key Measures (KPI)

- Customer Satisfaction (NPS & CSAT)

- Case Resolution performance

- Dispute Resolution (regarding invoice)

- Claims Resolution

- Booking performance (TAT)

- BL released performance (TAT)

- Agent pick-up time ratio

Come along on CMA CGM’s adventure !