CMACGM Hiring for Manager – Customer Service – Export at Ahmedabad Full Time

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 also 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 130,000 people worldwide, including 2,900 in Marseilles where its head office is located.

CMA CGM Agencies India Pvt.Ltd

JOB DESCRIPTION

Job Title : Manager – Customer Service – Export.

Department : Customer Care.

Reporting To : Senior Manager – Customer Service – Export.

Location : Ahmedabad.

Short Brief on role:
The export customer service manager will be part of the regional customer service team in-charge of day to day team management activities & will be responsible to provide leadership and direction to the export customer service team; in line with group standards and requirements.

The position will report administratively to the area general manager and functionally to the deputy general manager / general manager – customer care.

Key Responsibilities:

• Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system.
• Day-to-day team management & administration, including setting and monitoring individual KPIs and KRAs.
• Mapping customer requirements along with commercial team and ensuring up-to-date customer profiles are maintained and well communicated to service delivery and SSC teams.
• Development of knowledge support bank to improve effectiveness of case management system.
• First point of contact for all the escalations/ issues within the zone for all the customer service activities & liaison with relevant internal and external stakeholders.
• Prepare local reports & analytics and / or utilise centrally provided analytics to monitor the performance of the team and to take proactive actions/ measures for continual improvement as and when required.
• Perform root cause analysis for errors / quality defects and initiate effective corrections and corrective actions.
• Suggest new initiatives for continuous process & customer experience improvements based on internal and / or market dynamics.
• Guide the team through the change management process as and when required.
• Exigency management as required by the business continuity plan.

Key Performance Standards:

• Adherence of all KPIs and procedures related to export customer service department.
• Ensure team compliance to process flows, SOPs and standing instructions defined for the export customer service activity.
• Achievement of organisational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organisation.
• Ensure clear and effective communication with various stakeholders, both Internal and External.
• Participation in the continuous improvement of customer service quality and customer experience.

Requirements and Specific Skills:

• Graduate / Post-Graduate degree holder.
• Minimum 5 years’ experience in shipping / logistics domains (front office / customer care experience preferred).
• Demonstrated communication and inter-personal skills.
• Receptive to change management and adaptability to diverse cultural and business scenarios.
• Ability to mentor and provide leadership to team.
• Strong understanding of systems. Experience in case management systems is preferable & demonstrated abilities in advanced usage of MS Office tools is a must.

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines