/n
- 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
/n
Core Responsibilities:
/n
/n
- 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 recent 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
/n
Key Performance Ind
📌 Customer Service Manager (India)
🏢 CMA CGM
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.