Jobs at CMA CGM

Role

• The Customer Services Manager will have a national responsibility to manage, anticipate and improve the customer experience from CMA CGM in South Africa and Botswana. Primary responsibility entails building and managing a customer services team, which receives all import and export customer queries, and ensure resolution to customers within the agreed turnaround times. Liaising with other departments, business units, Shared Service Centre in India and CMA CGM offices abroad is integral in the resolution process. 
• The manager is responsible to ensure the team is always motivated, able to overcome challenges and delivering the highest standard of customer experience in the market and as per CMA CGM HO policy. Be the champion of E-Commerce Systems, engaging and assisting customers to utilize the CMA CGM platform and creating an awareness and preparing our market towards CMA CGM vision of digitalization.

Responsibilities

• Responsible for improving customer experience with the goal of increasing customer satisfaction 
• Effective use of three disciplines to improve customer experiences: customer loyalty management, customer relationship management and customer value management
• Collaborate with Quality & Process manager to implement best practices cross functionality to deliver seamless customer service
• Liaise with relevant departments, collating all responses to resolve customer queries 
• Improve the customers’ experience when managing customer disputes 
• Provide accuracy, empathy and tact when managing customer disputes 
• Customer Queries under scope in addition to the above responsibilities
• Visit to Customers to review mutual performances 
• Enhance and increase the E-Commerce/ Digital Experience of RSA Customers 
• Manage staff recruitment and appraisals 
• Train & Coach staff to deliver a high standard of customer service 
• Manage and monitor the original bill stationery handling process – with relevantly approved customers using our E-platform 
• Manager user discipline and quality levels on iConnect (telephony system) and NOVA cases TAT as per prescribed kpis
• Work in collaboration with CX Manager and CS Supervisor, towards achieving continuous Customer Experience Improvement
• Staff development managed as per individual users’ performance levels and gap analysis
• Ensure TPS and NPS call closures and relevant documented actions plans, with deadlines captured onto the FBL tool and customer feedback given timeously

Skills and Qualifications: 

• Relevant tertiary qualification plus minimum years of supervisory/management experience in Shipping Line and Agency
• Good analytical and problem-solving skills meeting customer demands and internal deadlines
• Motivational skills and an ability to lead a big team
• Ability to work under pressure
• Organisation and planning skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• High level MS Office proficiency
• Accuracy with figures and possess advanced Excel literacy
• Interpersonal skills and good sense of communication make you a valuable team player and able to protect the best interests of our Company. 

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Roles and Responsibilities:

• Focusing on HO pre-determined “Special – RF/OOG/HAZ” list of customers, you handle exceptions / customer requests / issues / complaints / disputes and provide appropriate solutions / alternatives.
• Coordinate with related internal teams and follow up to ensure resolution
• Contact to customers and manage / coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)
• Arrange and attend customer meetings and provide ecommerce training support as and when required. Promote E-Commerce adoption.
• Adhere to customer service KPI for Nova care as well as iConnect.
• Ensure follow up on idles as well as possible delays of cargo at connecting ports
• Provide any customer service-related reporting to customer care management as and when required.
• Manage extra tailor-made tasks based on commodity/special cargo needs.
• Regularly meet with customers to review business needs and work on targets (Customer Journey Mappings (CJM’s)

Skills and Qualifications:

• Knowledge of shipping procedures and processes
• Diploma / Degree with shipping maritime focus
• Relevant shipping courses
• Fully computer literate (Navis and Microsoft package)
• Excellent customer service skills

Personal Attributes:

• Ability to use positive language
• Time Management skills
• Ability to “read” customers
• Goal-oriented focus
• Persuasion skills
• Tenacity
• Willingness to learn
• Team play

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Role: 

• The Quality & Process Manager (QPM) is a business partner to support the agency leadership team in various strategic initiatives designed to improve performance. Working through the Business Excellence domain, the QPM will maintain the integrity of the group core model, act as a referral point that will evaluate process optimization and facilitate change management during the deployment of new systems, projects, and transformation.

Core Responsibilities:

• KPIs & Reporting (not accountable for all measurements but responsible to support functions)
• Lead on Agency Scorecard performance and drive required performance improvements necessitated with relevant functional heads
• Quality & Continuous Improvement champion across the Agency
• Propose, coordinate and monitor Process Improvement Initiatives, both cross functional and functional
• Hand over to functional teams for achieved improvements
• Change Management Support
• Project Implementation & Agency Project Management
• Extended team of Business Excellence Management at cluster/country level
• Cross domains / transversal Projects Management
• Agency alignment with CMA CGM Group Core Operating & Organisational Model
• 360 Review contribution and Action Plan tracking ownership
• Build business cases to validate new initiatives
• Consistently look to challenge local processes to gain efficiency
• Focal POC within agency for all GBS projects to secure smooth implementation
• Agency Data Quality Management
• Lead on annual local tariff review and administration thereof

Skills and Qualification: 

• 10 years shipping line and agency experience with cross functional expertise
• Lean Six Sigma Certification (Green belt or higher) would be advantageous
• Strong analytical and problem-solving abilities
• Ability to perform under pressure
• Advanced proficiency in Microsoft Office tools
• High accuracy with figures
• Strong interpersonal and communication skills, with a commitment to protecting Company interests
• Professionalism, patience, tact, and diplomacy in challenging situations
• Excellent organizational and planning skills