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.
Ensure team compliance to proc

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