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.

This position reports to the Documentation & Counter Supervisor based in Dar Es Salaam Tanzania

The position is responsible for providing excellent service delivery and customer service at the counter/Front office. The tasks include, Customers’ identification and Documentation Collection, ensuring payment of freight, local charges, D&D and deposit/CIG if required, Issuance of the Delivery Order and issuance of other import and export documents at the counters as required, ensure that all communications from Customers is responded to Such matters will include: email queries, phone-calls, sending timely

customer advisories, handling exception requests, managing delays at PTS, booking cancellations, dispute coordination, follow up on closure, customer education on e-commerce transactions, follow up on disputes resolution. Core responsibilities also include adherence to Group policies and local authorities’ requirements. Additionally, the candidate should be flexible and willing to learn processes from other departments, which will assist them in making sure they have enough knowledge and skills to attend to customers at the front desk.

The scope is Tanzania.

Main tasks and Responsibility

Customers’ identification, Documentation Collection and authentication Pre-release

• Receiving and authenticating customer shipping documents received at the Front desk/Counter. Such as Telex release, payment Receipts, Identification documents, Consignee authority letters, OBLs and Seaway Bills.
• Proper record keeping and filing of customer care documents for easy reference and retrieval when need be.
• Maintaining confidentiality for all documents in company custody and protecting company information and assets.
• Addressing customer complaints or concerns in a professional and efficient manner, providing appropriate solutions / alternatives within committed timelines
• Coordinate with related internal teams and follow up to ensure Resolution of cases
• Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
• Timely escalation of complex complaints keeps log/input complaints and advice customers on progress and resolution.

Perform pre-release and Post release checks

• Check if additional charges have been added such as Carrier Haulage and if not proceed to invoice accordingly.
• Check Customers credit terms and confirm full payment for cash customers before release
• Updating “Cargo in Transit” flag at the point of invoicing
• Check for payment elsewhere and ensure invoice for credit customers and invoiced and collected for cash customers.
• Perform demurrage and detention checks, pre-invoice controls and invoiced before release of any shipments.
• Send pre-release list to SSC and agency finance for credit check on every release request.
• Ensuring online, email, telephone and walk in customers receive excellent customer service and quality service delivery for all their requirements.
• Timely release Cargo on Customs and/or Port Authority portal as required by Local authorities. Resolve any EDI errors within 4hrs upon knowledge of error.
• Strict adherence to laid out SOPs and Group processes & procedures while complying with local authority requirements.
• Handling all queries regarding validation of delivery orders for release at terminal and validation of guarantee forms for return of import containers, including invoicing detention where accrued.
• Miscellaneous related tasks and duties as may be assigned

Customer Service tasks

• Disputes reception and follow up on timely resolution as per dispute resolution SOPs.
• Timely escalating any difficult disputes to Front desk Supervisor for quick resolution.
• Customer education and promotion of e-commerce transactions such as Web Dos.
  • Maintaining professional etiquette while responding to emails, telephone calls and walk in customers.

  Manning the front desk counter

• Handling walk in customers queries at the front desk to ensure they receive quality customer service and customer satisfaction.
• Warmly receiving all walk-in customers and directing them to the right resolvers for all their queries in a timely manner.
• Maintaining orderliness and organizing the front desk to maintain a professional workspace. Actively participating in improving flow of work at the front desk/counter.
• Ensuring timely issuance of documents at the counter, reducing customer waiting times as per laid put SOPs.

Skills and Qualification:

• Diploma in Shipping or qualified professional
• Knowledge of shipping Logistics
• Import and Export Shipping Documentation, Customer Service experience or related forwarding and / or logistics experience in a similar capacity
• MS Office Applications.
• Customer Service oriented
• Efficient time management
• Excellent communication and interpersonal skills
• Organised and process oriented
• Ability to multi-task without compromising quality of service.
• Flexibility and easy to adapt.
• Work well under pressure in a fast-paced and professional environment
• Strong Analytical Skills
• Solutions oriented
• Willingness to share knowledge

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