Job Description
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 aims to reach net zero carbon emissions 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.
For our office in Hamburg, we are recruiting a
Service Delivery / Carrier's Haulage Import Coordinator (f/m/d)
Case Management
- Case Ownership: Ensure all customer queries (received via all channels) are responded within agreed SLAs and quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process
- Case Prioritization: Prioritize customer requests based on the criticality of the query to meet customer expectations
- Case Analysis & Dispatch: Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn-around time
- Escalations: Alert and escalate customer recurring issues/pain points to Regional Office Customer Care Manager
Service Level Management
- Monitor SLAs: Ensure customer service levels are maintained as tender/contract SOP
- Proactively conduct monitoring
- Act as exclusive single point of contact for customer and build strong relationship with the customer
- Manage lifecycle case management and dispatch cases to back office team
- Be the single entry point for all customer queries in a SPOC mode
- Customer Service owns the entire life cycle of interactions and under any circumstances customer must not be forwarded to other departments
- Answering customer inquiries: Respond to customer calls, cases or chat messages to provide support, answer questions and resolve issues
- Act as central point to handle exceptions/special customer demands
- Resolve complaints in case of unexpected shipment disruptions/issues
- Address customer complaints or concerns in a professional and efficient manner, providing appropriate solutions/alternatives within committed timelines
- Coordinate with related internal teams and follow up to ensure resolution
- Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut and run, late VGM etc.)
- Collaborate with other departments and manage communication between different teams (agency, HO, customers etc.)
- Follow up on TPS and NPS feedback
- Identify opportunities and propose to customers upsell and xsell (VAS, carrier haulage, VGM, CEVA services)
- University degree and/or apprenticeship in Shipping
- Strong knowledge in shipping (long-standing experience in liner shipping)
- Customer service experience and mindset (several years of experience in customer-facing activity)
- Basic proficiency with MS Office
- Very good German and English language skills (written and spoken)
- Effective communication skills (ability to articulate various business scenarios with customers, senior business leaders and middle management)
- Great customer-facing skills with ability to build and nurture relationships
- Professional demeanor, positive attitude and ability to manage stress through challenging situations
- Attractive office in the heart of Hamburg
- Position in a global organization where you are challenged with interesting and diverse tasks
- As part of the CMA CGM Group, a leading worldwide shipping company, and due to our size, business diversity and European network access to a vast range of opportunities for promotion and career development
- Employer's contribution to public transport (HVV-ProfiTicket)
- Luncheon vouchers (Pluxee)