ID: 551408
Location: Santos, BR
Customer Service Coordinator 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.
SCOPE OF RESPONSABILITIES: Area of responsibility 1: Customer Service Coordination Guarantee continuous increase of productivity. Monitor and evaluate staff performance. Foster a productive working environment. Develop process optimization and promote best practices to ensure good performance and efficiency. Create KPIs and reports for performance management. Follow up activities, make analysis and deduct action plans or recommendations according to predefined objectives. Prepare and analyze productivity reports. Follow up team performance and activities to guarantee all demands are duly answered timely and properly. Answer or coordinate answers to internal and/or external customer requests in compliance with satisfaction rules established by the Group. Liaise with clients to gauge their needs. Take ownership of customer issues and follow problems through to resolution. Ensure procedures are processed according to the group business requirements and customer satisfaction corporate rules. Be customer and process-oriented, ensuring Customer Centricity and the 6 golden rules. Area of responsibility 2: Interdepartmental Communication Make interface between team and the stakeholders. Develop networks inside and outside the organization to improve own and group influence. Coordinate internally and/or respond to customer queries related to shipment. Area of responsibility 3: Process Improvement Act preventively to minimize potential exposures or possible damages, especially costs and fines applied by Brazilian authorities and Terminals to CCBR. Identify and recommend process improvements to achieve more efficiency within the team. Monitor and implement procedures for better team workflow. Share and promote best practices among the team. Ensure that the manual is duly updated and in line with the company's rules. EDUCATION & EXPERIENCE REQUIREMENTS Degree in Business Administration or related field. IT and System Requirements: familiarity with CRM systems and practices, Salesforce, LARA, Microsoft Office, and Ocean. Language: English - advanced level. Experience required in a customer service position. All positions are affirmative for the PwD public.
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