JOB DESCRIPTION

Job Title : Manager

Department : Customer Care

Sub Department : Customer Service - Export

Reporting : Senior Manager Customer Care

Role Summary:

- The export customer service manager will be part of the regional customer service team in-charge of day-to-day team management activities & will be responsible to provide leadership and direction to the export customer service team; in line with group standards and requirements.
- The position will report administratively to the area general manager and functionally to the deputy general manager / general manager customer care.

Core Responsibilities:

- Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system.
- Day-to-day team management & administration, including setting and monitoring individualKPIs and KRAs.
- Mapping customer requirements along with commercial team and ensuring up-to-date customer profiles are maintained and well communicated to service delivery and SSC teams.
- Development of knowledge support bank to improve effectiveness of case management system.
- First point of contact for all the escalations/ issues within the zone for all the customer service activities & liaison with relevant internal and external stakeholders.
- Prepare local reports & analytics and / or utilise centrally provided analytics to monitor the performance of the team and to take proactive actions/ measures for continual improvement and when required.
- Perform root cause analysis for errors / quality defects and initiate effective corrections and corrective actions.




- Suggest new initiatives for continuous process & customer experience improvements based on internal and / or market dynamics.
- Guide the team through the change management process as and when required.
- Exigency management as required by the business continuity plan.

Key Performance Indicators:

- Adherence of all KPIs and procedures related to export customer service department.
- Ensure team compliance to process flows, SOPs and standing instructions defined for the export customer service activity.
- Achievement of organizational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organization.
- Ensure clear and effective communication with various stakeholders, both Internal and External.
- Participation in the continuous improvement of customer service quality and customer experience

Qualifications and Skill Sets:

- Graduate / Post-Graduate degree holder.
- Minimum 5 years experience in shipping / logistics domains (front office / customer care experience preferred).
- Demonstrated communication and inter-personal skills.
- Receptive to change management and adaptability to diverse cultural and business scenarios.
- Ability to mentor and provide leadership to team.
- Solid understanding of systems.
- Experience in case management systems is preferable &demonstrated; abilities in advanced usage of MS Office tools is a must.

Head office:

Address: CMA CGM Agencies (India) Pvt Ltd., 8TH FLOOR, TOWER-3, ONE INTERNATIONAL CENTER, SENAPATI BAPAT MARG, Prabhadevi West, Mumbai City, Maharashtra - 400013

Work location:

Address: CMA CGM Agencies (India) Pvt Ltd., WEST GATE, B-Block, 1903-1907(19th Floor),Near YMCA Club, S.G Highway, Ahmedabad-380051

📌 Customer Service Manager (Ahmedabad)
🏢 CMA CGM
📍 Ahmedabad