Manager, Client Solutions (Norfolk Va, 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.

Position Summary
Lead the daily operations of the Customer Service desk, ensuring seamless delivery of support to our client base. Serve as a focal point for internal and external escalations, coaching and empowering representatives to provide an exceptional customer experience. Strive to enrich customer experience by actively listening to their feedback, gathering, analyzing, and acting upon insights while continually monitoring progress. Implement strategic initiatives and contribute to change management efforts. 

 

Functions & Duties
•    Monitor performance data and trends of agent-specific performance to support CCA Corporate goals and objectives.  Report performance metrics and identify trends / anomalies that indicate changing workload drivers or shift in business needs.      20%
•    Develop and implement policies and procedures aligned to department/company goals to drive team to deliver the Tier I customer service.     20%
•    Resolve operational issues directly with and on behalf of customers, elevating issues to management within internal departments and other agencies ensuring customers are aware of any impact on their shipments     20%
•    Monitor errors and conflicts to perform root cause analysis and implement corrective action, reducing service failures and costs, while guiding team for consistently high productivity and quality of work     20%
•    Run, consolidate and update management reports, presentations, and organizational charts, and update management on status of team     10%
•    Interview and select candidates for hire, mentor associates, and apply necessary disciplinary actions when policies and standards are not met.     10%
•    Develop PMP goals for team, prepare and review mid-year & yearly evaluations, for and along with supervisor. Develop succession plan for high potential staff.     10%

 

Knowledge, Skills, Abilities 
•    Extensive Working Knowledge of CMA CGM organizational structure and services/network 
•    Strong Working Knowledge of the Transportation industry 
•    Advanced Knowledge of bookings, customer service, and/or documentation 
•    Clear understanding of CCA objectives & mission as a whole 
•    Understanding of the company’s HR policies 
•    Proven ability to effectively communicate information and ideas, generate high level reports, facilitate meetings, and give presentations to various levels within the internal chain of command. 
•    Excellent presentation, written communication, and interpersonal skills. 
•    Possesses a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers; strong active listening skills and exhibit attentiveness. 
•    High level of analytical, problem-solving, critical thinking abilities to synthesize data from disparate groups and identify potential solutions to difficult customer problems.  
•    Proven ability to lead the team to obtain and maintain high performance results. 
•    Ability to develop priorities, target levels of performance. 
•    Ability to manage multiple projects simultaneously and meet deadlines; demonstrates good time management skills 
•    Proficiency in the use of standard office computer applications, e.g., Microsoft Office Suite; Flexibility to simultaneously utilize a wide range of systems and applications, from legacy to leading-edge, to drive change.   
•    Ability and flexibility to travel as required. 

 

Qualifications 
Education
Required/Preferred    Education Level   
Required    High School Diploma or GED    
Preferred    Bachelor’s Degree    

Work Experience
Experience    Years of Experience    Description
General Experience    5-10 years    Previous Supervisor or Management experience required. 
Industry Experience    1-3 years    

 

At CMA CGM, we are committed to fair and equitable compensation practices. The expected salary range for this position is $67,000 - $84,000 per year. The actual salary offered will be based on a variety of factors including, but not limited to, the candidate’s qualifications, skills, experience, and location.
In addition to base salary, this position may be eligible for:
Performance-based bonuses
Comprehensive benefits, including health insurance, retirement plans, tuition repayment and paid time off
Professional development opportunities
We believe in transparency and equity and are proud to be an equal opportunity employer. We encourage individuals from all backgrounds to apply.

Come along on CMA CGM’s adventure! The Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment.  Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at orf.pse_recruiting@cma-cgm.com

CMA CGM is a leading worldwide transport and logistics group present in more than 160 countries. Thanks to our agile organization and unrivalled expertise, we are steering our business into the future with new partnerships, customer-centric innovations and state-of-the-art digitalization. Together, We are Shipping The Future.