Senior Executive - Export Cargo Readiness and Customer Care

Service Delivery Professional India

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 DESCRIPTION

 

Job Title                                       :             Executive / Senior Executive

Department                                :             Customer Care

Sub Department                        :             Cargo Readiness – Export

Reporting                                    :             Manager – Cargo Readiness

 

Role Summary:

• During the export cargo cycle it is necessary to follow up the shipment. The main role of the Cargo Readiness team is to make sure that the customer will fulfil the export deadlines and deliver the cargo on time, limiting the costs for the company.
• The Cargo Readiness team is performing the follow-up and resolving issues related to the export cargo cycle.

 

Core Responsibilities:

• Liaise with various internal and external stakeholders to facilitate exchange of information between customers and the organization & to provide resolution to customer queries and to complete Cargo Readiness activities.
• Take full responsibilities to clear Issues at the end of each day to ensure that the issues are resolved promptly to ensure the customer and the organization is not impacted negatively.
• Educate customers on CMA CGM procedures, country rules & restrictions, SOPs, best practices, related to the export cargo cycle.
• Take full responsibilities and provide support and resolution for cases received as per defined Scope within defined SLAs and quality parameters.
• Engage in constructive problem resolution and through an analytical approach, seek continuous improvement and propose process improvements.
• Work independently and assist the team in realizing goals and standards – share knowledge and best practices.

 

Key Performance Indicators:

• Adhere to productivity and quality standards as defined under the scope of Cargo Readiness Perform Cargo Readiness activity on daily basis.
• Case management to be attended and reverted within 6 hours or same working day whichever earlier.
• Proactive approach towards engaging customers towards improved relationship management and better understanding of customer requirements & relay the same effectively within the organization.
• Compliance to process flows, SOPs and standing instructions defined for the Cargo Readiness activities.

 

Qualifications and Skill Sets:

• Graduate / Post-Graduate degree holder.
• Previous experience in shipping / logistics domain is an added advantage.
• Demonstrable presentation & communication skills (written & oral, both in English & relevant local language).
• System savvy and well versed to MS-Office applications.
• Previous experience in case management system is an added advantage.
• Demonstrable team-player skills and ability to meet timelines and deadlines.

 

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines

Experience Level

Senior Level