Job Description

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 Customer Care Account Manager (CCAM) is a global role for strategic accounts for the CMA CGM GROUP.

The person will have to manage the strategic account’s global shipments across all regions and timezone regardless of locations and also help coordinate customers requirements to operationalize and meet the customers needs.

This will require leading calls with customers and all global focal points in all countries and also working with Global Key Account Managers in Commercial to continuously engage, improve and drive the premium customer experience. Working with all global stakeholders across venders, operations, commercial, trades, finance to make sure that the experience we provide as CMA is seamless and fulfilled. This will also be an extension of the Global Strategic Account Customer Care team in Head Office Marseille

• Tender Coordination and follow up with all Global trade / lines / Commerical teams
• Complete Tender SOP with operational information: Booking and document process, invoicing process, local agent contact matrix, and other best practices to ensure operational feasibility of the offers to customer.
• Organize Tender implementation, Customer on-boarding, and take the lead on meeting between local agent and customers globally
• Communicate within the network and engagement of global focal points for the strategic customers
• Follow up on tender SOP update during contract life (operational terms and conditions) and align systematically with local agent for any new customer or new flow globally.
• Drive and host global business review with all focal points of the strategic accounts.
• Implement standard operational QBR and MBR with customers (following group standards).
• Proactive market advisory, organize crisis meeting with Management and impacted stakeholders.
• Customer Communication: Proactive communication regarding major market issues to customer operational network, driving customer Training on group processes.
• Lead and drive comprehensive action plan across global agencies for improvements (process improvement, E-Comm)
• Purpose value added services and answer specific customer requirements (KPI, dedicated SOP, working procedures)
• Escalate recurring issues to Strategic Account head of CCAM
• Proactive reporting on the assigned portfolio to the head of CCAM
• High Level of escalation for severe service issues (final operational entry point). Support customer only in major operational issues (strictly respect to customer communicated escalation matrix)
• Performance management across various customer impacting milestones across supply chain
• Proactive Root Cause Analysis to support effective collections (specific requirements i.e Yearly LOI, performance issues, etc)
• Miscellaneous related duties or Projects as assigned

Knowledge, Skills, and Abilities

• Knowledge of the Transportation industry
• Focus on customer service activities including but not limited to documentation, contracts, logistics, Intermodal.
• Clear understanding of CCA objectives & mission as a whole
• End to end supply chain knowledge esp in managing exception
• Proven Problem-Solving Skills
• Demonstrates ability to lead a team to obtain and maintain high performance results.
• Excellent presentation, written communication, and interpersonal skills.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Ability to develop priorities, target levels of performance.
• Ability to learn and adopt new ideas and procedures.
• Proficient in computer skills, including Microsoft Applications (Outlook, Excel, Work).
• Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers.
• Customer Service and/or Sales experience preferred.
• Ability to analyze and troubleshoot complex problems and propose solutions quickly.
• Excellent critical thinking skills.
• Strong organizational and time management skills.
• Mobilizes resources to get things done, foresees and plans around obstacles; balances multiple activities and demands; uses time effectively and efficiently

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.