Customer Service Supervisor - Montréal, Canada - CMACGM
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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.
- CANDIDATES MUST BE LEGALLY AUTHORISED TO WORK IN CANADA*DESCRIPTION
This position is responsible for managing deadlines and expectations (turn-times) of assigned Customer Care Team by coordinating and leading representatives through a foundation of problem-solving skills, knowledge and expertise and maintain a high level of customer satisfaction and quality standards.
ESSENTIAL DUTIES & RESPONSIBILITIES
Maintain a high level of customer satisfaction and quality standards according to the team KPIs.
Ensure all processes are documented by conducting audits.
Provide timely and accurate information to internal and external customers, based on monthly measures.
Supervise and provide support to direct reports, coordinate employees toward the understanding, anticipating and meeting internal/external customer needs and commitments in a global environment.
Identify training gaps and provide solutions.
Employee development/training including implementing Performance Evaluations (C&Me Objectives and Results).
Handle issues that require a higher-level problem solving and intervention.
Document all issues and take necessary disciplinary actions as needed.
Demonstrate team player qualities by taking actions that support the organization's goals and increases teaming skills amongst the group.
Make hiring decisions and conduct performance appraisals.
Supervise and coordinate the setting of work methods to guarantee / exceed the achievement of the corporate goals timely.
Plan, direct, supervise, and evaluate workflow.
Supervise and coordinate the optimization of resource utilization within the customer support process.
This includes shifting job accountability to meet business needs and streamline processes and transaction costs in order to operate within budget guidelines.
Coordinate and implement new procedures that will add value to the customers and save time for the team and business.
Supervise and coordinate the duties and responsibilities of the assigned team within Service Level Agreement (SLA) Target.
Monitor performance of staff members according to KPI.
Work closely with internal departments and overseas as partners in resolving issues and creating strong relationships
Strive for exceptional customer service and positive promotion of CMA CGM brand in the industry.
Keep staff fully updated and trained on processes, product knowledge, value added services, e services, logistics services, etc.
Other functions as required.
QUALIFICATIONS
Education:
university degree and transportation certificate an asset
Experience:
Minimum 4 years of industry experience and leading a team
Other:
Building & maintaining relationships
Conflict Management
Delegation
Planning and organization
Results oriented
Developing others
Decision making and judgment
Ability to multitask time sensitive issues
Bilingual (English & French)
We are an equal opportunity employer
Come along on CMA CGM's adventure
More jobs from CMACGM
-
Coordonnateur Service à La Clientèle
Montréal, Canada - 2 weeks ago
-
Chief of Staff
Montréal, Canada - 2 weeks ago
-
Customer Service Coordinator
Montréal, Canada - 2 weeks ago
-
Business Intelligence Analyst
Montréal, Canada - 2 weeks ago
-
Spécialiste Des Ressources Humaines
Montréal, Canada - 1 week ago
-
Inside Sales Coordinator
Québec, Canada - 1 week ago