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Customer Care Account Manager
CMA CGMCustomer Care Account Manager at CMA CGM maintaining customer relationships and performance alignment across services. Managing customer engagement and providing tailored operational support to optimize processes.
About the role
Key responsibilities & impact- Implement standard operational QBR (Quarterly Business Review) and MBR (Monthly Business Review) with customers (following the Group standards)
- Provide market advisory and organize crisis meetings with Management and impacted stakeholders
- Communicate major market issues to customers’ operational network, and provide customer training on shipping specificities and group processes etc.
- Ensure customers are fully engaged in Voice of Customer initiatives with local partners (in collaboration with Local Premium Desk officers)
- Propose Value Added Services (VAS) and answer specific customers’ requirements (Specific KPI, dedicated SOP/Working procedure)
- Escalate recurring issues to Strategic Accounts Head of Customer Care Account Manager (CCAM), and escalate severe service issues to higher levels of management when required
- Provide regular reporting on the assigned portfolio to the head of CCAM
- Conduct regular meetings with customers to review current service levels, pending cases, customer pain points, proactive solutioning, etc.
- Support tender coordination from an operational perspective to ensure feasibility of customer offers, and work closely with the Global Key Account Manager throughout the contract lifecycle
- Complete tender SOP with operational information: booking & document processes, invoicing process, local agent contact matrix, and other best practices
- Organize tender implementation, Customer onboarding, and take the lead on meeting between local agent and customer
- Communicate tender SOP within the network and publish on SharePoint and ensure updated version is published
- Provide Customer care escalation matrix and ensure updated version is available throughout the contract lifecycle
- Be responsible for any other assignments requested by Company Management or ARO/HO Management
Requirements
What you’ll need- Diploma/Degree Holder with strong knowledge of the shipping Industry
- Minimum 5 years of relevant experience, including 3 years of experience as an Account Manager or Senior Customer Service Officer, preferred
- Commitment in delivering the best customer experience
- Strong customer-facing skills with the ability to build and nurture relationships
- Proficiency in MS Office with strong analytical & reporting skills
- Effective communication skills, with the ability to articulate various business scenarios with customers, senior business leaders & middle management.
Benefits
Comp & perks- No mention of benefits provided in the job description.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
analytical skillsreporting skillscustomer onboardingtender coordinationSOP developmentcrisis managementKPI managementValue Added Services (VAS)operational processescustomer training
Soft Skills
customer-facing skillsrelationship buildingcommunication skillsproblem-solvingproactive solutioningengagementcollaborationleadershiporganizational skillscommitment to customer experience