Job DescriptionJOB DESCRIPTION
nJob Title : Manager
nDepartment : Customer Care
nSub Department : Customer Service - Export
nReporting : Senior Manager – Customer Care
nRole Summary:
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- 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.n
- The position will report administratively to the area general manager and functionally to the deputy general manager / general manager – customer care.n

nCore Responsibilities:
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- Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system.n
- Day-to-day team management & administration, including setting and monitoring individual KPIs and KRAs.n
- 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.n




- Development of knowledge support bank to improve effectiveness of case management system.n
- 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.n
- 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.n
- Perform root cause analysis for errors / quality defects and initiate effective corrections and corrective actions.n
- Suggest current initiatives for continuous process & customer experience improvements based on internal and / or market dynamics.n
- Guide the team through the change management process as and when required.n
- Exigency management as required by the business continuity plan.n

nKey Performance Indicators:
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- Adherence of a

📌 Customer Service Manager (Sabarmati River)
🏢 CMA CGM
📍 Sabarmati River