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Customer Service Operations Supervisor
2 months ago
Location: Mumbai, IN
ID: ** Customer Service Operations Supervisor - Imports**
About CMA CGM Group: Founded by Jacques R. Saad, CMA CGM Group stands as a prominent global player in the shipping and logistics sector.
Under the leadership of Rodolphe Saad, CMA CGM is committed to transforming transport and logistics, providing an integrated maritime, port, and land service that surpasses customer expectations.
With a presence in over 160 countries through 755 offices and 750 warehouses, CMA CGM operates a modern and diverse fleet of 511 vessels, serving 420 of the world's 521 commercial ports across more than 200 shipping lines. The group employs approximately 110,000 individuals globally, including nearly 2,400 at its headquarters in Marseille.
Job Title: Customer Service Operations Supervisor - Import
Department: Customer Care
Reporting To: Manager of Customer Service - Import
Role Overview:
The Customer Service Operations Supervisor will be an integral part of the regional customer service team, directly overseeing customer interactions at a transactional level and striving to enhance customer experience, bolster support, and improve customer retention.
Key Responsibilities:
- Provide assistance and resolution for customer inquiries received via telephone and email, adhering to defined service level agreements (SLAs) and quality standards.
- Collaborate with various internal and external stakeholders to facilitate the exchange of information between customers and the organization, ensuring timely resolution of customer inquiries and requests.
- Educate customers on CMA CGM procedures, import regulations, standard operating procedures (SOPs), best practices, and the utilization of e-business tools.
- Conduct follow-ups with longstanding units (Import) to ensure customer satisfaction.
- Manage customer disputes effectively.
- Perform timely updates in the system to ensure seamless transactional flow throughout the shipment lifecycle until the empty containers are returned to the carriers.
Performance Standards:
- Maintain productivity and quality standards as defined for different customer segments.
- Ensure compliance with process flows, SOPs, and established instructions for customer service activities.
- Achieve individual objectives and key result areas (KRAs).
- Adopt a proactive approach to engage customers, fostering improved relationship management and a better understanding of customer needs, while effectively communicating these within the organization.
- Strive for positive customer feedback regarding case management and the achievement of organizational targets, including net promoter score, customer satisfaction index, and customer effort score.
Qualifications and Skills:
- Possession of a graduate or post-graduate degree.
- Previous experience in the shipping or logistics sector is advantageous.
- Strong presentation and communication skills, both written and verbal, in English and relevant vernacular languages.
- Proficient in using systems and basic familiarity with MS Office applications.
- Experience with Salesforce case management systems is a plus.
Please ensure familiarity with CMA CGM Corporate guidelines.
