MANAGER, EXPORT CUSTOMER SERVICE (DALLAS, TX)

Location : Dallas. Tx, US

CMA CGM Group, founded by Jacques R. Saad, is a leading worldwide shipping & logistics group. Now headed by Rodolphe Saad, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines.

The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

Position Summary :

The Sr. Manager of Customer Care is responsible for overseeing a customer focused strategy for the Export Customer Service and Documentation teams and ensuring a high level of customer service to our customers.

This is achieved by driving quality standards, promoting an error-free environment, promoting proactive communication and responsive problem resolution, and implementing strategic initiatives.

Duties and Responsibilities :

• Monitor performance levels and adjust resource deployment as needed to support CCA Corporate goals and objectives. Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs.
• Field and resolve escalated issues reported by both external and internal customers in collaboration with management from supporting CCA functional teams, overseas agents and HO colleagues ensuring corrective action is taken as required.
• Challenge existing processes and implement strategic initiatives and improvements in order to drive excellence in service as well as efficiencies.

Maximize opportunities to utilize the Shared Service Centre for non-customer facing functions.

Staffing for allotted headcount and keeping overtime to a bare minimum to ensure resources are maximized to their full potential and avoiding excessive costs for staffing.

Assist managers to address various personnel issues partnering with Human Resources as required to manage / resolve.

Provide coaching and development opportunities for Customer Service management and ensure that succession plans are pursued for all levels of the management team.

Ensure staff recognition programs are utilized and validate award justifications.

• Prepare and contribute to reports, organizational charts and presentations as required by department management.
• Develop PMP goals for the Customer Service and Documentation teams. Prepare and present annual evaluations to direct reports and review final PMPs.
• Miscellaneous related duties or projects as assigned.

Education and Skillset :

• Bachelors Degree required.
• Four to six years of industry experience required.
• Extensive Knowledge of CMA organizational structure and services / network
• Extensive Knowledge of the transportation industry
• Advanced Knowledge of Bookings, Customer Service and Documentation
• Leadership expertise in assessing skills required to perform a job, judge potential talent and effectively deploy staff to meet productivity demands.
• Ability to recognize and assess staff strengths and deficiencies in order to effectively coach and mentor for advancement.
• Superior time management skills to meet established or prioritized deadlines using well supported decisions.
• Ability to recognize and anticipate potential issues taking action to avoid or limit impact and then adapting processes and procedures as required.
• Ability to assume the lead during demanding and stressful conditions while inspiring and guiding staff and colleagues.
• Ability to speak and write clearly with confidence in a succinct manner adjusting the message to effectively reach the target audience.
• Proficient in the use of standard office computer applications, e.g. Microsoft Office Suite
• Creative problem solving skills and confidence to challenge existing policies / procedures based on changing business needs.

Ability to perform and navigate in an environment of varied and diverse management styles, interacting and relating with employees at all levels within the organization through building and maintaining effective relationships.

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.