Customer Service Team Leader

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Location:

Liverpool, GB

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.

Customer Service Team Leader is instrumental in leading a team of Customer Experience specialists to deliver excellent levels of service to our customers, addressing their needs, and continually improving the customer experience.

• Lead, train and supervise the Customer Service Team to meet customer expectations
• Set clear operational goals and objectives for customer service team
• Provide coaching, mentoring and training to develop the team skills/competencies

• Visit customers when necessary to gather customer feedback for continuous improvements
• Deploy CMA-CGM group standard Processes & tools

• Manage staffing levels and allocate resources effectively to meet service level agreements
• Participate in recruitment, hiring and onboarding customer service staff
• Ensure staff is knowledgeable on group processes, SOPs & tools
• Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.

• Regular reporting on performance to agency Customer Care Manager
• Produce on demand performance reports as per request

• Customers
• CMA CGM Global Business Services (GBS)
• CCAM Global Customer Care Account Manager
• GKAM Global Key Account Manager
• CMA CGM Group Regional Customer Care Manager

Demonstrable experience of leading & managing a team within a customer service environment (Shipping or Logistics industry experience would be advantageous).

• Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels, internally and externally
• Demonstrable experience of dealing with customers directly, with the ability to build and nurture strong working relationships
• Excellent organisational skills, with the ability to effectively to manage multiple priorities in a fast paced environment
• Ability to create a working culture of high performance and high engagement
• Ability to delegate and empower employees, whilst balancing the need to support and coach when assistance is required.
• Strong analytical skills, with high attention to detail and ability to produce reports and analysis of different types of information and data
• Excellent project management skills
• Conversant with Proactive problem solving skills
• Excellent presentation skills, comfortable presenting to team members and senior managers alike where required
• IT systems, including internal CRM’s and external systems
• Working knowledge of Shipping processes, procedures, rules & regulations (desirable)

• 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
• Discretionary annual bonus
• Enhanced pension scheme up to 15% total contribution
• Life assurance x4
• Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
• Private healthcare (BUPA), BUPA Dental Plan + Healthcare Cash plan, including an Employee Assistance Programme
• Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
• Hybrid Working
• Cycle…