Customer Service Manager

JOB DESCRIPTION

Job Title : Manager

Department : Customer Care

Sub Department : Customer Service - Export

Reporting : Senior Manager – Customer Care

Role Summary:

• 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.

Core 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 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 Indicators:

• 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 organizational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organization.
• Ensure clear and effective communication with various stakeholders, both Internal and External.
• Participation in the continuous improvement of customer service quality and customer experience

Qualifications and Skill Sets:

• 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.

About company

Led by Rodolphe Saad, the CMA CGM Group, a global player in sea, land, air and logistics solutions, serves more than 420 ports around the world across 5 continents, with a fleet of 593 vessels. CMA CGM INLAND SERVICES (CCIS) is a neutral container depot network acting together with many different partners. With an extensive network in 25 countries, CCIS is the world's largest provider of different container solutions. Because of its mover advantage, CONCOR is Indias leading provider of containerized goods transport across the rail. It has a network of terminals and is also the only agency with rail-linked terminals crossing the country. Initiated with an eye on the constantly emerging needs of international trade in Northern India, CCLPD is amongst the renowned CFS services provider for containerized sea cargo within the NCR region and adjoining big cities of Western Uttar Pradesh. We offer a broad portfolio of CFS services, including Railways Transportation Services, Roadways Cargo Services, Sea Cargo Services, In-house Customs Clearance Services, Warehousing Services, etc.

Head office:

Address: CMA CGM Agencies (India) Pvt Ltd., 8TH FLOOR, TOWER-3, ONE INTERNATIONAL CENTER, SENAPATI BAPAT MARG, Prabhadevi West, Mumbai City, Maharashtra - 400013

Work location:

Address: CMA CGM Agencies (India) Pvt Ltd., WEST GATE, B-Block, 1903-1907(19th Floor),Near YMCA Club, S.G Highway, Ahmedabad-380051