Voice of the Customer Agent
CMA CGM (AMERICA) LLC

Job Info

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CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in its headquarters in Marseilles.

Position Summary:

This position is responsible for reaching out to all customers under their portfolio to gather qualitative feedback on the company's performance. They will raise internal awareness of the customer's experience, assist in resolving the customer's immediate needs, and assist in identifying areas for improvement. They will achieve this by working with the appropriate functional teams to address customer's concerns. They will also use reports and dashboards from various sources to assist in their efforts.

This position will be responsible to:

• Proactively call all customers within their portfolio to gain insight into their experience of working with CMA CGM throughout the service journey
• Take the lead to address Level 1 service issues that originate from the out-reach call and work with the appropriate department to provide a sensible solution
• Post call - Provide post call recaps to the customer by highlighting key takeaways and action items, input client feedback into the MS Form, and properly maintaining Solutions Development Log.
• Process Touch Point Survey submissions by classifying entries and creating/closing Feed Back Loops for negative responses
• Analyze issue trends in order to recommend process improvement initiatives that would aid in reducing customer touch points.
• Miscellaneous related duties or projects as assigned.

Skill Sets / Education & Experience Requirements:

• High School Diploma required.
• Minimum of 2 years general work experience required with 1 year of industry experience required
• Previous customer service experience required
• Thorough Knowledge of CMA CGM organizational structure and services/network
• Thorough Knowledge of the Transportation industry
• Strong knowledge of bookings, customer service, and documentation
• Basic understanding of CCA objectives & mission
• Willing to embrace change
• Proven ability to effectively communicate information and ideas
• Proven Problem-Solving Skills
• Strong Analytical Skills
• Ability to Interpret Analytics
• Demonstrates ability to drive change by leveraging technology
• Demonstrates ability to present proactive resolutions to maintain high performance results
• Excellent presentation, written communication, and interpersonal skills
• Ability to manage multiple issues 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
• Represent CMA CGM Client Solutions Team
• Must be availble to work 8:00am-5:00pm, Monday thru Friday

Come along on CMA CGM's adventure !

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.

 

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