Customer Service Officer

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.

THE ROLE

The purpose of this role is to manage customer inquiries and case lifecycles, ensuring efficient resolution of issues, coordinating with internal teams, and enhancing customer satisfaction through professional support and digital engagement.

WORK RELATIONSHIP

Internal: Sales, HO/ARO, CS, Documentation, Ops and Log, Traffic, Branch offices, Accounting, other CMA CGM Agencies

External: Customers, Vendors, Factories, Forwarders

RESPONSIBILITIES

• Manage lifecycle case management and dispatch cases to back-office team. Be the single-entry point of contact for all customer queries.
• Customer service front office owns the entire life cycle and under any circumstances customer must be forwarded to other departments.
• Answer customer inquiries: responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues.
• Handle exceptions/ customer’s special demands.
• Handle complaints in case of unexpected shipment disruptions/ issues.
• Address customer complaints or concerns in a professional and efficient manner, provide appropriate solutions/ alternatives within committed timeline.
• Coordinate with related internal teams and follow up to ensure resolution.
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.).
• Collaborate with other departments and manage communication between different teams (Agency, HO, Customers…).
• Identify opportunities and propose to customers upselling or VAS such as Carrier haulage, VGM, etc.
• Follow up on TPS and NPS feedback.
• Meet face to face with customers to create continuous improvement environment.
• Own assigned customers KPIs and follow up on KPI measurement such as CAS TAT, first contact resolution, etc.
• Promote digital experience and educate customers to fully move to digital journey.

QUALIFICATIONS AND PROFILE

• Education: Bachelor’s degree; major in Sea Transportation, Export- Import, International Business, Foreign Trade, International Business.
• Experience: 1-3 years of working experience in similar position in a shipping company or forwarder.
• Personalities: proactive, patient, responsible, accountable, teamwork spirit, customer service mindset, strive for excellent service.
• Skills: Problem Solving skills, Communication skills.
• Language: Good English communication.
• Computer: Advanced level of MS Office, especially MS Excel for reports.

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