Senior Manager - Zonal Customer Service - EXIM

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.

CMA CGM Agencies India Pvt. Ltd.

JOB DESCRIPTION

Job Title                     : Senior Manager – EXIM – Customer Service

Department              : Customer Care

Reporting To             : Area General Manager - South & East India

Location                     : Chennai

Short brief on role:

The customer service manager will be part of the regional customer service team & responsible to

provide leadership and direction to the export customer service team, covering export and import

functions; 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:

• Continuous Improvement of customer experience indicators defined as per global and local

Objectives within respective zone.

• Team management & administration, including setting (in liaison with national management)

Of individual KPIs and KRAs for team leaders and monitoring of the same at a team level.

• Ensuring correct process mapping and handshakes in place for coordination between

Internal stakeholders.

• Plan and implement required initiatives and engagement sessions to tap the voice of customer.
• Monitor performance of root cause analysis by team leaders for errors / quality defects and

Initiate effective corrections and corrective actions.

• Implement global and identify/propose local upskilling initiatives and work on career advancement plan for team members.
• 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 10 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.

Come along on CMA CGM’s adventure !