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 complianceand 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 initiativesfor 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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📌 Customer Service Manager Ahmedabad (India)
🏢 CMA CGM
📍 India