CMA CGM

Customer Service Team Leader

CMA CGM

full-time

Posted on:

Location Type: Office

Location: Liverpool • United Kingdom

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Job Level

Senior

About the role

  • 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

Requirements

  • 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)
Benefits
  • 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 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service managementcrisis managementperformance reportingproject managementanalytical skillsproblem solvingtraining and developmentresource allocationSOPsstaff recruitment
Soft Skills
communication skillsinterpersonal skillsorganizational skillsrelationship buildingdelegationcoachinghigh performance cultureengagementpresentation skillsmulti-tasking