Customer Experience Partner

CMA CGM | ABOUT 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.
JOB PURPOSE
Working closely with the Customer Experience Team Leader to deliver best in class customer experience for our customers.
Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers’ needs and CMA CGM business objectives.
Contributing to driving improvements in NPS score and identifying opportunities to cross-sell CMA CGM products and services.
**MAIN RESPONSIBILITIES**:
Business Expert for transversal Customer Care processes and support customer care projects
Work closely with customer service managers, customers, GBS and internal stakeholders to achieve high levels of customer experience and positive NPS ratings at every opportunity
Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction
Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes.
Manage Export and Import lifecycle case management via inhouse case management system
Central point to handle exceptions/customer special demands /unexpected shipment disruptions/issues/complaints and provide 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, rollover, cut & run, late VGM etc.)
Manage booking amendments/cancellations (after empty release) only if not handled at booking desk
Manage communication between Different Teams (Agency, HO, Customers...)
Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation
Deal with customer complaints professionally and contribute to root cause analysis and continuous improvement.
KNOWLEDGE, SKILLS AND EXPERIENCE
Professional and confident telephone manner
High levels of resilience, with the ability to manage multiple priorities in a fast-paced, customer-focused environment
Ability to establish and manage effective working relationships with lots of different stakeholders, including colleagues, internal teams and customers
Excellent analytical and data management skills with strong attention to detail.
Exceptional communication skills, both written and verbal
Strong IT skills, with demonstrable experience of working with inhouse systems, CRM's and MS Office packages
Experience in the Shipping / Freight Forwarding / Logistics sector would be beneficial, but is not essential
Not only do we offer a competitive salary, we also offer a generous benefits package including:
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) + 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 to work scheme/ Season ticket loans
Enhanced policies including Maternity & Paternity
Employee recognition awards
Considerable scope for personal and professional growth through the CMA CGM Academy
CMA CGM Group is proud to define itself as a family business built on strong human values.
Excellence
Exemplarity
Imagination
Boldness
CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.
Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our cust