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Customer Care Account Manager
3 weeks ago
Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
**Summary**:
As the Customer Care Account Manager, you will ensure that the Customer KPIs matches the organisation’s Service Level in every country and optimize global performance through tailor-made services by supporting customers and optimizing their own processes and digitalization development.
**Main Responsibilities**:
Implement standard operational QBR (Quarterly Business Review) and MBR (Monthly Business Review) with customers (following the Group standards)
Market advisory, organize crisis meeting with Management and impacted stakeholders
**Customer Communication**: Communicate major market issues to customer operational network, Customer training Shipping specificities and group process etc.
Ensure Customer is fully engaged on Voice of Customer initiatives with local partners (in collaboration with Local Premium Desk officers)
Propose Value Added Services (VAS) and answer specific customers requirements (Specific KPI, dedicated SOP/Working procedure)
Escalate recurring issues to Strategic accounts head of Customer Care Account Manager (CCAM) as well as high level of escalation for severe service issues
Regular reporting on the assigned portfolio to the head of CCAM
Meetings with Customers, to review current service levels, pending cases, customer pain points, proactive solutioning, etc.
Tender coordination from an operational requirement perspective to ensure operational feasibility of the offers to customer and follow up in close collaboration with Global Key Account Manager during the whole contract life cycle;
**Complete tender SOP with operational information**: booking & document processes, invoicing process, local agent contact matrix, and other best practices
Organize tender implementation, Customer on boarding, and take the lead on meeting between local agent and customer
Communicate tender SOP within the network and publish on Share point and ensure updated version is published
Provide Customer care escalation matrix and ensure updated version is available during contract life
**Minimum Requirements**:
Diploma/Degree Holders with strong knowledge in shipping Industry and with minimum 5 years of experience working experience, preferably with 3 years of experience as an Account Manager or Senior Customer Service Officer
Commitment in delivering the best Customer Experience
Great customer facing skills with ability to build and nurture relationships
Basic proficiency in MS Office with strong analytical & Reporting aptitude
Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
**This role is open for local employment only
**Kindly note that only short-listed applicants will be contacted.
(iii) To conduct necessary reference checks; and
(iv) Any other purpose related to one or more of the above.
You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.
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