Job Description

Led by Rodolphe Saade, 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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.
THE ROLE:
The VIP desk CS team is a focal point for VIP customers under the customer care function to have a direct engagement with customers on all aspects of their shipment to achieve enhanced customer centricity.
Manage customer expectation and seek continuous improvement measures to enhance customer experience.
RESPONSIBILITIES:
Reinforce the VIP desk for every challenge in pursuit of best customer experience for all IFFs, GA and local VIPs.
Be the focal point for all Reefer and OOG customers.
Ensure efficient coordination with GBS and Customers effectively.
Evaluate Customer requirements and formulate customized SOPs to suit their business needs within the organisational framework.
Be the focal point for CS issues and ensure prioritized resolution of the same by the VIP desk.
Ensure transhipment followup for priority connections for all VIP customers by the VIP desk.
Monitor KPIs and ensure TATs achieved for all functions related to VIP customers.
Organize regular customer meetings along with Sales on a monthly / quarterly basis.
Engage in regular customer education activities.
Organize team meeting with members of the VIP desk to discuss issues, seek new ideas and find solutions.
Encourage postiive team spirit by engaging the team members in various team buidling activities and delegation of responsibilities to empower them.
Always exhibit a pleasant behaviour and positive approach to challenges and change management.
QUALIFICATIONS AND PROFILE:
Master or bachelor's degree.
Experience leading strong Customer Service team with a minimum of three (3) or more years in similar positions.
Ability to set operational plans with short-term impact by maintaining standards that lead to high performance and execution.
Ability to modify important changes rapidly
Ability to exchange and adapt skills when working together across boundaries
Strong customer centricity
Excellent communication skills and interpersonal skills
MS Office tools, data analytics and reporting
Come along on CMA CGM's adventure !