Customer Service Supervisor - Montréal, Canada - CMACGM

CMACGM
CMACGM
Verified Company
Montréal, Canada

1 month ago

Sophia Lee

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Sophia Lee

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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.

The supervisor will compile and monitor KPIs to ensure proper resource utilization.

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.

Manage, Coach, mentor team members and support employee initiatives, employee satisfaction, diversity and reward/recognition.

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.

Coordinate and organize efficiencies through process improvement, automation and e-commerce. Perform Quality Audits and identify trends for improvement and capture monthly KPIs for direct report teams.

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
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