Team leadership & Development
Lead, train and supervise the Customer Service Team to meet customer expectations
Set clear operational goals and objectives for customer service team
Provide coaching, mentoring and training to develop the team skills/competencies
Customer Experience Management
Visit customers when necessary to gather customer feedback for continuous improvements
Service Level Management
Deploy CMA-CGM group standard processes & tools
Resource Management
Manage staffing levels and allocate resources effectively to meet service level agreements
Participate in recruitment, hiring and onboarding customer service staff
Ensure staff is knowledgeable on group processes, SOPs & tools
Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.

Apprenticeship or a degree in shipping or logistics
Minimum of 5 Years of experience in liner shipping
Excellent customer service experience (minimum of 2 years of customer facing activity)
Supervisory experience of at least 1 year
Effective communication skills
Great customer facing skills with ability to build and nurture relationships
Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
Excellent knowledge in LARA in all modules
Understand the CMA CGM group organization, processes & tools
Basic proficiency with MS Office

Customer Service Supervisor

Key skills