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 individual KPIs 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 current 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.
- Ensu

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