Client Solutions Manager, Imports

Location:

Norfolk, Va, US

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.

Lead the daily operations of the Customer Service desk, ensuring seamless delivery of support to our client base. Serve as a focal point for internal and external escalations, coaching and empowering representatives to provide an exceptional customer experience. Strive to enrich customer experience by actively listening to their feedback, gathering, analyzing, and acting upon insights while continually monitoring progress. Implement strategic initiatives and contribute to change management efforts.

This position works Monday through Friday, 9am - 6pm.

• Monitor performance data and trends of agent-specific performance to support CCA Corporate goals and objectives. Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs.
• Develop and implement policies and procedures aligned to department/company goals to drive team to deliver the Tier I customer service.
• Resolve operational issues directly with and on behalf of customers, elevating issues to management within internal departments and other agencies ensuring customers are aware of any impact on their shipments.
• Monitor errors and conflicts to perform root cause analysis and implement corrective action, reducing service failures and costs, while guiding team for consistently high productivity and quality of work.
• Run, consolidate and update management reports, presentations, and organizational charts, and update management on status of team.
• Interview and select candidates for hire, mentor associates, and apply necessary disciplinary actions when policies and standards are not met.
• Develop PMP goals for team, prepare and review mid-year & yearly evaluations, for and along with supervisor. Develop succession plan for high potential staff.

• Extensive Working Knowledge of CMA CGM organizational structure and services/network
• Strong Working Knowledge of the Transportation industry
• Advanced Knowledge of bookings, customer service, and/or documentation
• Clear understanding of CCA objectives & mission as a whole
• Understanding of the company’s HR policies
• Proven ability to effectively communicate information and ideas, generate high level reports, facilitate meetings, and give presentations to various levels within the internal chain of command.
• Excellent presentation, written communication, and interpersonal skills.
• Possesses a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers; strong active listening skills and exhibit attentiveness.
• High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.
• Proven ability to lead the team to obtain and maintain high performance results.
• Ability to develop priorities, target levels of performance.
• Ability to manage multiple projects simultaneously and meet deadlines; demonstrates good time management skills.
• Proficiency in the use of standard office computer applications, e.g.,…