Manager, Import Customer Service
CMA CGM (AMERICA) LLC

Job Info

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CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

Position Summary:

The Import Services Manager is responsible for overseeing the functions and activities within the Import Scope, and Import Training, to ensure that value-added customer service is provided to our internal/ external customers. The Import Services Manager is in constant communication with various functional departments, sales representative, and the customer to help resolve issues, implement new processes/requirements, or to gain feedback on current processes. The Import Services Manager is responsible for ensuring that all employees with the Import team have the knowledge and tools they need to effectively service our customers.

This position will be responsible to:

• Distribute workload within budgeted headcount to ensure productivity targets are met
• Support problem resolution on elevated issues by liaising with appropriate functional departments to ensure customer needs are met
• Drive process improvement by reviewing departmental processes to ensure tasks are executed accurately and efficiently
• Attain feedback from customers, CMA sales management team, and various functional groups through daily communication to ensure we continually meet and exceed customer service expectations
• Achieve cost saving initiatives by ensuring timely and accurate billing of all charges and reduce aging status of all past due invoices through constant communication with the customer and sales team.
• Drive employee development through coaching and training opportunities.
• Facilitate training within the Import Teams. Ensure best practices are shared throughout Import Services.
• Miscellaneous related duties or projects as assigned.

Skill Sets / Education & Experience Requirements:

• High School Diploma required.
• A minimum of 4-6 years' experience in the Shipping Industry required.
• Previous experience managing large customer service teams, in and out of call center environment.
• Solid understanding of shipping tools, concepts and procedures
• Working knowledge of CMA CGM organizational structure
• Solid knowledge of various CMA CGM department and position duties
• Solid knowledge of contracts, tariffs and FMC regulations
• Basic understanding of operations, intermodal, logistics, and documentation
• The ability to establish priorities and organize time effectively
• Exceptional customer service, interpersonal and communication skills (verbal and written)
• Demonstrated ability to work under pressure
• Possesses good writing and oral communication skills
• Must effectively communicate information and ideas across various levels of organization
• Ability to think quickly and logically
• Ability to make good decisions quickly
• Demonstrated ability to facilitate quick problem resolution and involve correct parties
• Good process management skills
• Ability to identify process improvement opportunities and facilitate appropriate change
• Effectively utilize data analysis tools and techniques
• Ability to influence and motivate others to accomplish assigned tasks with above average results
• Possess analytical skills.
• Delegate work and hold people accountable for completion.

Skill Sets / Education & Experience Preferred:

• Bachelor's Degree preferred.

Come along on CMA CGM's adventure !

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification

 

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