Customer Service Executive/ Senior Executive

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.

Role Summary

You will be responsible for managing premium, VIP, sensitive, and high-value shipments end-to-end. You will serve as the key escalation point for complex service recovery situations, acting as the bridge between internal operational teams and external customers to ensure service excellence and commercial relationship protection.

Key Responsibilities:

1. Customer Communication & Relationship Management

• Provide timely shipment updates, delay notifications, and recovery plans within a 1–2 hour response SLA, with immediate acknowledgment for escalations
• Serve as the primary point of contact for VIP, strategic, and high-value customers
• Confirm active reefer collection dates and coordinate special cargo arrangements (DG, OOG, Pharma, Military/Class 1)
• Manage consignee communications for cargo release, arrival coordination, and delay management

2. Service Recovery & Escalation Management

• Lead service recovery activities for vessel delays, cargo rollovers, equipment shortages, and port congestion events
• Identify affected shipments, assess customer impact, coordinate alternatives, and secure next available sailings
• Escalate priority loading requests and obtain revised ETAs; communicate clear recovery plans to customers
• Handle major port congestion scenarios requiring impact assessment, recovery planning, and executive-level reporting

3. Booking & Documentation Coordination

• Ensure bookings are released correctly and on time, including special bookings requiring prior approval (DG/OOG)
• Coordinate resolution of documentation discrepancies, expedite bill of lading issuance, and action amendment requests
• Follow up on missing shipping instructions and liaise with the documentation team for corrections
• Assist hauliers and CS teams in resolving booking timeslot issues with the Depot team

4. Stakeholder Management

• Collaborate with Booking, Sales/KAMs, Cargo Flow, Logistics, Documentation, and Regional Offices to resolve cross-functional issues
• Coordinate with the PSA Reefer team for high-value pharmaceutical shipments
• Liaise with Head Office for approval-to-load requests and manage escalations involving overseas agencies
• Support Sales and Key Account Managers in resolving escalated complaints, space guarantees, and cargo priority requests

5. Equipment & Space Management

• Coordinate with the logistics/equipment team to resolve container shortages, reefer availability issues, and special equipment requests
• Explore alternate depots and seek management approval where required
• Work with the Cargo Flow team to secure vessel space and protect against shipment rollover risks

6. Performance Monitoring

• Track and report on KPIs including response time, resolution time, CSAT, first contact resolution rate, and SLA compliance
• Manage personal caseload targets and contribute to team productivity metrics
  Competencies & Requirements

What We're Looking For:

• Diploma or Degree in Logistics, Supply Chain, Business, or a related field
• Minimum 3 years of experience in shipping, freight forwarding, or customer service operations
• Prior exposure to special cargo handling (DG, OOG, Reefer, Pharma, or Military cargo) is an advantage
• Proficiency in shipping line systems and MS Office applications (Excel, Outlook and Powerpoint)
• Familiarity with port operations in Singapore and regional trade lanes is preferred

Why Join CMA CGM ?

• Be part of a global leader in shipping and logistics with ambitious growth plans. 
• Work in a collaborative, inclusive, and supportive environment.
• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and regional exposure. 

**This role is opened for local employment only.

**Salary package (local) & job title shall commensurate with experience.
**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes: 
(i)    To process the application for the role being applied for; 
(ii)    To process the application for other open positions within the CMA CGM Group which may be suitable to you; 
(iii)    To conduct necessary reference checks; and 
(iv)    Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role. 

NOTICE TO THIRD PARTY AGENCIES:  Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !