Recruitment Notice: Customer Service Manager

ID: 509217
Location:
Douala, CM

Customer Care Manager Cluster Cameroon

Led by Rodolphe Saadé, the CMA CGM Group, world leader in shipping and logistics, serves more than 420 ports worldwide, on five continents. With its subsidiary CEVA Logistics, world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is constantly innovating to offer its customers a complete and ever more efficient range of new sea, land and air solutions. and logistics.

Committed to the energy transition of maritime transport, and a pioneer in the use of alternative fuels, the CMA CGM Group has set itself the goal of becoming Carbon 0 by 2050.
Through the CMA CGM Foundation, the Group acts during humanitarian crises that require an emergency response by mobilizing the Group’s maritime and logistics expertise to transport 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 150,000 people worldwide, including 2,900 in Marseille where its head office is located.

MISSION :

Under the authority of the Deputy General Manager of the Cameroon Cluster, you manage and coordinate all Customer Service activities (Customer service, Booking, Specialized desk, Cargo Readiness, Service delivery) to ensure that the level of service meets customer expectations in accordance with the interests of the group.

RESPONSIBILITIES:

Define the Customer Care strategy in coordination with the commercial teams of the Cluster
Monitor and coordinate Customer Care activities according to key performance indicators (KPIs) and take measures to improve performance.
Ensure the implementation of the Group’s processes and procedures within the framework of its activity.
Support the implementation of group projects and the deployment of new tools
Oversee all Service Delivery, Cargo readiness, booking and Customer Service activities.
Follow, advise and retain customers. Commit to a long-term collaboration with them.
Establish customer invoicing in accordance with commercial contracts, international specificities, exchange rates, applicable taxes, type of services provided, etc.
Manage and accompany his team in the appropriation of new methods, new processes or new tools to promote their commitment to change.
Follow-up of the NPS

PROFILE & SKILLS: With

a Bac+5 level training in Commerce, Management or Transport and Logistics, you have a minimum of 8 years of professional experience in the field of maritime transport and in an international environment.

You have strong analytical skills as well as a good understanding of customer service- and documentation processes.

You are customer-oriented, you have real interpersonal and communication skills. You have a strong ability to adapt to change and are able to be proactive and innovative.

You are autonomous and have already managed teams.

You are fluent in French and English. You master computer tools, and you have a good command of computer tools.

You have a good understanding of CMA CGM Group policies and procedures.

Apply ONLY online via the Internet link whose address is: https://jobs.cmacgm-group.com/CMACGM/job/Douala-Customer-Care-Manager-Cluster-Cameroon/865022001/