Job Description

Led by Rodolphe Saad\xc3\xa9, 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- Export - Customer Service
Department : Customer Care
Reporting To : Manager - Export - Customer Service
Location : Noida

Short Brief on role: The export customer service representative will be part of the regional
customerservice team, directly managing customer interactions at a transactional level and
working towards facilitating enhanced customer experience, increased support and
customer retention.

Key Responsibilities:
\xe2\x9c\x93 Provide support and resolution for customer queries received via telephone / e-mail
as perdefined SLAs and quality parameters.
\xe2\x9c\x93 Liaise with various internal and external stakeholders to facilitate exchange of
information between customers and the organisation & to provide resolution to
customer queries andrequests.
\xe2\x9c\x93 Educate customers on CMA CGM procedures, country rules & restrictions, SOPs, best
practicesand usage of E-Business tools.
\xe2\x9c\x93 Longstanding unit\'s follow-up with customers.
\xe2\x9c\x93 Management of customer disputes.
\xe2\x9c\x93 Perform timely system related updates to ensure smooth transactional flow across the
shipmentlifecycle.

Key Performance Standards:
\xe2\x9c\x93 Adhere to productivity and quality standards as defined per customer strata.
\xe2\x9c\x93 Compliance to process flows, SOPs and standing instructions defined for the customer
serviceactivity.
\xe2\x9c\x93 Individual objective & KRA accomplishment.
\xe2\x9c\x93 Proactive approach towards engaging customers towards improved relationship
managementand better understanding of customer requirements & relay the same
effectively within the organisation.
\xe2\x9c\x93 Achievement of positive customer feedback in terms of case management and
achievement oforganisational targets viz; net promoter score, customer satisfaction
index & customer effort score.

Requirements and Specific Skills:
\xe2\x9c\x93 Graduate / Post-Graduate degree holder.
\xe2\x9c\x93 Previous experience in shipping / logistics domain is an added advantage.
\xe2\x9c\x93 Demonstrable presentation & communication skills (written & oral, both in English &
relevantvernacular language).
\xe2\x9c\x93 Systems savvy and basic exposure to MS-Office applications.
\xe2\x9c\x93 Previous experience in salesforce case management system is an added advantage.
\xe2\x9c\x93 Demonstrable team-player skills and ability to meet timelines and deadlines.

Please ensure you are familiar with the CMA CGM Corporate guidelines

CMA CGM