ID: 575242
Location:
Liverpool, GB
Customer Service Team Leader
CMA CGM | ABOUT US
Led by Rodolphe Saadé, 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.
JOB PURPOSE
Customer Service Team Leader is instrumental in leading a team of Customer Experience specialists to deliver excellent levels of service to our customers, addressing their needs, and continually improving the customer experience.
MAIN RESPONSBILITIES
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.
Reporting
Regular reporting on performance to agency Customer Care Manager
Produce on demand performance reports as per request
KEY WORK RELATIONSHIPS
Customers
CMA CGM Agencies Staff (Local & Global)
CMA CGM Global Business Services (GBS)
CCAM Global Customer Care Account Manager
GKAM Global Key Account Manager
CMA CGM Group Regional Customer Care Manager
KNOWLEDGE, SKILLS AND EXPERIENCE
Demonstrable experience of leading & managing a team within a customer service environment (Shipping or Logistics industry experience would be advantageous).
Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels, internally and externally
Demonstrable experience of dealing with customers directly, with the ability to build and nurture strong working relationships
Excellent organisational skills, with the ability to effectively to manage multiple priorities in a fast paced environment
Ability to create a working culture of high performance and high engagement
Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required.
Strong analytical skills, with high attention to detail and ability to produce reports and analysis of different types of information and data
Excellent project management skills
Conversant with Proactive problem solving skills
Excellent presentation skills, comfortable presenting to team members and senior managers alike where required
IT systems, including internal CRM's and external systems
Working knowledge of Shipping processes, procedures, rules & regulations (desirable)
Not only do we offer a competitive salary, we also offer a generous benefits package including:
25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
Discretionary annual bonus
Enhanced pension scheme up to 15% total contribution
Life assurance x4
Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
Private healthcare (BUPA), BUPA Dental Plan + Healthcare Cash plan, including an Employee Assistance Programme
Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
Hybrid Working
Cycle to work scheme/ Season ticket loans
Enhanced policies including Maternity & Paternity
Employee recognition awards
Considerable scope for personal and professional growth through the CMA CGM Academy
CMA CGM Group is proud to define itself as a family business built on strong human values.
Excellence
Exemplarity
Imagination
Boldness
CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.
Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.
Join us and discover a world of opportunities
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Come along on CMA CGM's adventure