Customer Service Officer

work in marseille

CMA CGM

About the job

 

RESPONSIBILITIES:

Communication with agency network:

 

  • Ensure the distribution of all the basic documents (SOP, modification,…) and make sure that the information is well “assimilated” by the different contacts of the network
  • Ensure the animation of the Community Elite of the Key Accounts department for which you will be responsible
  • Ensure that this community is the main and only platform for exchanges (via the tools that will be proposed to you)
  • Coordinate with other key account players (KAM, Inside sales / sales representative, etc.)
  • Ambassador of the Cx culture (Customer Experience) shared with all

 

Operational support :

 

  • Accompany the customer in his daily ops issue (equipment, space, booking,…)
  • Participate in customer meetings (MBR, QBR, operational meetings, …)
  • Follow up on document exploitation problems in case of blockage (recovery, exchange, loss of document)
  • Support the agencies for the treatment of disputes
  • Support the internal actors to facilitate the resolution if necessary
  • Follow the respect of SLA’s

 

Proposal force:
Analyze, process and provide analysis of recurring malfunctions :

  • Make proposals and review the areas of improvement o Internally at CMA CGM (Lines, agencies, SSC, etc.)
  • Externally (BCO, FF, …)
  • Follow up on corrective actions
  • Promote VAS upsell to the network and customers

 

KPI operational performance :

 

  • Monitor global KPIs
  • Establish the operational Dashboard of Elite customers
  • Analyze customer surveys and visibility on CMA CGM and customer performance indicators
  • Monitor the activity of the agencies with a consolidated vision

 

Transverse function of the department:

  • Establish process, best practices for the Elite
  • Training of the network

 

 

PROFILE AND QUALIFICATIONS:

 

 

  • With a higher education in Commerce, Logistics or Transport, you have at least 2 years of experience, ideally in a commercial or customer service function.
  • You have a very good knowledge of operational procedures and techniques in the maritime sector.
  • In addition, you are comfortable with computer tools (EXCEL, CRM, database management, Qliksense) and office automation and your English is fluent in both written and spoken form.
  • You are recognized for your sense of customer service and your strength of influence/persuasion allows you to create a real commercial relationship with your customers with an objective of retention but also of commercial development via the sale of Value Added Services (VAS).

 

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